CITU, Information Age Government: Benchmarking Electronic Service Delivery (June 2000) (not available online).
This report compares the UK against the G7 countries and beyond. It highlights many key lessons for the public sector drawn from examples of best practice across the world, including: Electronic service delivery raises expectations and technology needs to be fast and robust: Government should ensure a choice of electronic service delivery methods, but counter service should be preserved to ensure social inclusion.
Projects should be piloted first to avoid problems and hitches which could undermine and shake public confidence in a service. Providing incentives can play an important part in attracting customers to use electronic services. For example, the UK has offered a discount of ₤10 if self-assessment tax returns are filed over the internet. Building on the success of others is key, such as adopting best practice from overseas.