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July 25, 2006

Hong Kong Gets CRM, ERP System

By David Sims, TMCnet Contributing Editor

Accenture has completed the implementation of a new corporate computer system for the Electrical and Mechanical Services Department of the Hong Kong Special Administrative Region.

The large-scale, integrated computer system -- the first of its kind for a government department in Hong Kong SAR and the Mainland, Accenture officials say -- is designed to enhance the efficiency and cost-effectiveness of EMSD's service delivery to other government departments and public bodies.

The CCS is an integrated system consisting of multi-modules of the SAP (News - Alert) Enterprise Resource Planning and Customer Relationship Management (CRM) products, combined with add-on systems such as Personal Digital Assistants, Geographical Information Systems and Interactive Voice Response Systems.

The new system, Hong Kong officials hope, will provide the managers of EMSD with "more timely and relevant information" and result in "faster, more accurate responses to service requests."

Six major computer systems and other divisional databases and systems developed over the last 12 years for EMSD were either consolidated and enhanced or replaced. More than 1,000 users located in various offices across Hong Kong, Kowloon and the New Territories will utilize the new CCS.

The Wall Street Journal has recently reported that Accenture is making a major push into South Asia, specifically India. "This month, Accenture opened a research lab in the southern Indian city of Bangalore, one of four it has world-wide," the Journal says. "The move aims to buttress the technology consulting work it does from India, where it has 17,500 employees."

EMSD is the government department tasked with delivering electrical, mechanical, electronic engineering and building services for government departments and public institutions in Hong Kong. The department also manages the regulatory framework governing public safety guidelines for the use of gas, electrical appliances and mechanical equipment such as lifts, escalators and amusement rides.

David Sims is a contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.


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