| Press
Release
SMARTCARDS IN UK
WILL CHALLENGE CRM AND GOVERNMENT INITATIVES
Lancaster, May 21st 2002 — A new
report by the Teleconomy Group and Logica plc has found
that although the growing use of SmartCards gives Government
and organisations the ability to store large quantities
of information about a consumer, adoption of the medium
is likely to meet with increased concern and ultimately
rejection.
The report - How smart are we on SmartCards?
— also reveals that current Government e-initiatives
and CRM data consolidation contain a fundamental flaw,
because they consider the citizen as a single recipient
of services. Smartcard technologies fail to take account
of consumer behaviours and attitudes and any attempted
introduction of a national ID card for example, could
well backfire on the commercial use of the technology,
as well as trigger a civil liberties debate.
"Underlying consumer attitudes will
render many, if not all, CRM programmes ineffective,"
commented Michael Hulme, chairman of the Teleconomy
Group, "and the track record to date shows little
return for massive CRM investment".
The research provides insight into the
apparent willingness of consumers to reveal information
about themselves in order to allow a transaction to
go forward or to deliver a service. But consumers do
not trust either branded organisations or Governments
to hold a complete view. Similarly, CRM systems are
justified by their capabilities to predict through previous
behaviours and imputed attitudes. However, the research
demonstrated that individuals compartmentalise their
activities and are not inter-related.
The report is available from Teleconomy
email enquiry@teleconomy.com
and priced at £350.00 (hard copy and £495.00 (pdf
or cdrom)
Clients seeking to improve the performance
of their existing customer facing systems please contact
Sandra Hunter at Logica on + 44 (0) 207 446 9111.
About Teleconomy Group plc
For further information please contact enquiry@teleconomy.com
Teleconomy Group Plc
Research House
Caton Road
Lancaster
LA1 3PE
Tel: 01524 382000
Teleconomy seek to understand and comment on organisational
and consumer behaviours. Central to our approach is
the understanding of evolving behaviours to inform future-oriented
forecasting. Teleconomy employ a multi-disciplinary
approach to our research, interpretations and consultancy.
This approach combines insights and theory from academic
fields including sociology, anthropology, psychology,
management science, business research, literary theory
and philosophy with empirical data collection/studies
and practical understandings of the commercial issues
and challenges facing organisations.
Teleconomy is a member company of the
British Market Research Association, a founding member
of the Call Centre Association Research Institute, and
in conjunction with Lancaster University developed the
Certificate in Management in the Call and Contact Centre
Industry.
Logica plc and Logica Consulting
Logica Consultingis the management advisory
arm of Logica plc. Logica (LOG.L) is a leading global
solutions company providing management and IT consultancy,
systems integration, products, services and support.
Logica's clients operate across diverse markets including
telecoms, financial services, energy and utilities,
industry, distribution and transport and the public
sector. The company has over 12,000 staff in 31 countries
worldwide. Founded in 1969, Logica is listed on the
London Stock Exchange where it is part of the FTSE100
index of the largest UK listed companies.
More information can be found at http://www.logica.com
and
http://www.logicaconsulting.com
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