eGov

E-BUSINESS STRATEGIES FOR GOVERNMENT

Douglas Holmes

Welcome to the age of on-line government - we are the last generation who will be prepared to stand in line for government services. This is the age of on-line government and in dot.gov Doug Holmes sets out a strategy for a citizen-centred public sector.

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. People are coming to expect the same high standards of service delivery from the public sector. They want instant access to public services at convenient times. They want simple transactions and support and they increasingly request personalised services tailored to their individual needs. Today's government needs to be efficient, convenient, open, transparent and all-inclusive.

Taking examples from around the world, Doug Holmes demonstrates that e-government is the practical solution for going beyond the rhetoric of 'joined up' government. Setting out five strategies for success, he 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,
• remove barriers and lead by example.

The consequences for any government that does not adopt these strategies are serious - there is always a choice in cyberspace and the private, the voluntary or even governments in other jurisdictions could step into the breach. But there are big rewards for those in the public sector who are prepared to think differently. Creativity, an acceptance of change and new technology can together give government a renewed ability to offer society a lead.

Douglas Holmes is a British-Canadian journalist and writer living in Paris. He has extensive experience covering public sector and information technology issues and is currently working for Microsoft Europe as the editor of its government newsletter and website.