e.gov: e-business Strategies for Government

Synopsis

The late 20th century will see the last generation prepared to stand in line for government services - this is the age of online government. New technology has brought massive changes to manufacturing and service industries. It has driven down costs, brought buyers close to suppliers and made companies responsive to customers' needs. Consequently, people now expect the same high standards of service delivery from the public sector. They want instant access to public services at convenient times; simple transactions and support and personalized services tailored to their individual needs. Today's government needs to be efficient, convenient, open, transparent and all-inclusive. In this work, the author sets out the five strategies for success, and shows that governments not only should but now can: put all information and services online; ensure that everyone has easy access; work in partnership to make it happen; skill government employees to be knowledge workers; and remove barriers and lead by example.