SEBL--Purdue University Launches Groundbreaking Benchmark Study Of Government Customer Service
FAIRFAX, Va., Sept. 28 /PRNewswire/ -- American Management Systems (Nasdaq: AMSY - news), an international technology consulting firm, and Siebel Systems, Inc. (Nasdaq: SEBL - news), the world's leading provider of eBusiness application software, today announced sponsorship of the first comprehensive customer service benchmarking research focused specifically on federal, state, and local government agencies.
Dr. Jon Anton of the Purdue University Center for Customer-Driven Quality will lead a research team reviewing the effectiveness and efficiency of the customer relationship management (CRM) practices of Government organizations. The results of the study will be released in early 2001.
``Commercial sector deployment of web-based customer service is dramatically increasing expectations of what eGovernment can deliver,'' said Paul A. Brands, AMS chairman and chief executive officer. ``Dr. Anton, a pioneer in the study of CRM, will compare and contrast private and public sector customer service to identify ways government can achieve the efficiency seen at many Fortune 500 companies.''
Dr. Anton's research is co-sponsored by AMS, a firm at the center of the intersection of government and new technology. AMS offers more than 25 years of public sector experience and a current client base that includes the federal government (65 federal civilian agencies, bureaus and departments, and the Department of Defense), 7 of the 10 largest cities in the United States and hundreds of counties and school districts nationwide. Since launching the AMS/Siebel Systems alliance, the companies have implemented customer relationship management (CRM) solutions for clients such as the United States Transportation Command and the Virginia Department of Tax.
Over the past five years, Dr. Anton has compiled a formidable datamart of customer service best practices for Fortune 500 companies. This new research program will allow participating government agencies to benchmark their effectiveness in interacting with their constituencies, and to compare their performance against their peers in both the private and public sectors.
The research will target over 1000 participants from federal, state, and local governments. The results will provide public sector managers-responsible for interacting with citizens, businesses, employees, and other constituencies-with the ability to assess their organization's current performance, capabilities, functions and infrastructure. Armed with this new insight, managers will be able to effectively set performance targets and develop systematic plans for the investment in skills and tools necessary to meet citizen demand and prepare for eGovernment initiatives.
According to Dr. Jon Anton, ``Peer group benchmarking allows managers to quickly and accurately detect gaps in their performance. Once a performance gap is quantified, it becomes much more obvious which of many solutions to apply to improve customer service performance. Without a good understanding of best practices through benchmarking, a manager is 'flying blind.'''
Over the course of his study, Dr. Anton will host several roundtable discussions, write research reviews analyzing specific trends revealed by the research, and compile a final comprehensive research report available to all participants. For more information, or if you are interested in participating in this benchmark study, please visit www.benchmarkportal.com.
About AMS
AMS is an international business and information technology consulting firm -- one of the 20 largest such firms worldwide. AMS is the premier provider of next generation enterprise business and technology solutions that dramatically improve business performance and create value for clients. AMS's suite of eBusiness strategy, management, and technology services make business reinvention possible in Internet time for large organizations. Founded in 1970, AMS is headquartered in Fairfax, Virginia, with over 9,000 employees and 59 offices worldwide. AMS had 1999 revenues of $1.24 billion, with an expansion of eBusiness related revenues to $500 million, an increase of more than 150% over 1998. Forbes magazine ranked AMS among the best-performing big companies in the U.S. in their ``Best of the Biggest,'' and FORTUNE magazine placed AMS on its list of the ``100 Best Companies to Work for in America'' in 1999. AMS is traded in the NASDAQ over-the-counter market under the symbol AMSY. AMS can be found on the World Wide Web at www.ams.com
About Siebel Systems, Inc.
Siebel Systems, Inc. (Nasdaq: SEBL - news) is the world's leading provider of eBusiness application software. Siebel Systems provides an integrated family of eBusiness application software enabling multichannel sales, marketing, and customer service systems to be deployed over the Web, the call center, field sales and service, and reseller channels. Siebel Systems' sales and service facilities are located in more than 28 countries. For more information, please visit the Siebel Systems Web site at www.Siebel.com.
About Dr. Jon Anton
Dr. Anton is a researcher in the Center for Customer-Driven Quality at Purdue University in West Lafayette, Indiana. Dr. Anton is a world renowned expert on customer service strategy and delivery. Named an original pioneer of the call center industry by Call Center Magazine, Dr. Anton has assisted over 300 companies in improving their customer service, published 38 papers on customer service and call center methods in industry journals and published seven books on the topic. Dr. Anton's formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Masters of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. |
