CRM adoption in the Canadian Public Sector: Industry Report

CRM adoption in the Canadian Public Sector

Product Type: Market Research Report
Published by: IDC
Published: May 2005
Product Code: R104-19743

Description

Public sector executives are not fully satisfied with their current CRM solutions; some of them will invest in CRM-Customer Service solutions over the next 12 months.

"IT vendors benefit from that expected growth in CRM adoption and gain share of CRM dollars from what is currently being allocated to internal IT departments, by defining the value proposition around the pain points of government executives and by structuring partnerships that bundle together the right mix of packaged software and services" says Massimiliano Claps, Senior Research Analyst, IDC Canada Customer Segments.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Definition of CRM
Figure: IDC definition of CRM
Definition of Public Sector
Situation Overview
Global vendors have a limited role in providing customer/citizen service solutions to public sector
Figure: Global vendors have a limited role in providing customer contact center to public sector
Figure: Compared to 2003, global ISVs gained some ground
Public sector executives are not fully satisfied with CRM
Figure: Government executives are not as satisfied as the healthcare ones
Future Outlook
Government executives consider CRM
Figure: Government executives are keener on investing in CRM
Figure: ... and CRM solutions
Average CRM implementation will have higher value in public sector
Figure: Average CRM expenditure is growing
Figure: Average CRM implementation will have higher value in public sector
Internal IT staff will remain the major component of CRM costs
Figure: Internal spending will remain high
Figure: Internal IS staff will be a major component of CRM costs
Figure: CRM will open up limited opportunities for service vendors
Oracle, Peoplesoft and Siebel will gain CRM software dollars
Figure: Oracle, Peoplesoft and Siebel will gain CRM dollars
Figure: Microsoft and Oracle will be the key database for CRM
Figure: Microsoft will be the dominant operating system platform
Essential Guidance
How to compete for a share of CRM spending
Learn More
Related Research
Synopsis

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