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Organization of Economic Cooperation and Development, e-Government for Better Government (Nov. 24, 2005) (full-text).
E-government is expected to improve the function of public administration and its relationship to the public. The good news is that information and communication technology (ICT) offers an array of tools to meet the promise of e-government. The bad news is that the reality has not yet caught up with the promise. To date, the approach to e-government has too often been driven by ICT solutions instead of user demand. While this has been effective for putting services online, it has led to a proliferation of websites, portals and electronic services that are incompatible, confusing and overlapping and expensive.
This report looks at new thinking and practice in OECD countries in five different areas:
- User-focused e-government: making electronic services more responsive to the needs of citizens and businesses;
- Multi-channel service delivery: improving links between traditional and electronic services in order to promote service innovation and ensure access for all users;
- Approaches to common business processes: identifying common processes within government in order to achieve economies of scale, reduce duplication and provide seamless services;
- The business case for e-government: measuring and demonstrating the costs and benefits of ICT investments in order to prioritize and better manage e-government projects;
- E-government co-ordination: bringing a whole-of-government perspective to e-government initiatives and their management, while taking into account existing structures and cultures of government institutions.