Archived document - Public Sector Commission - The Western ...

e-Government Strategy for the Western Australian Public Sector
Understanding e-Government
Transforming Government - Characteristics of the Four e-Government Phases
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The Western Australian Public Sector has made significant progress in the
adoption of technology. There are many services and a variety of
information available online. Indeed many agencies have moved past the
online (web) presence stage and recognise the need to deliver services via
a range of technologies and service delivery mechanisms. However,
services still tend to be delivered in an agency-centric model designed
around the programs and structure of the agency, rather than the needs of
the citizen or business.
Gartner’s ‘Characteristics of the Four Phases of e-Government’ describes
each stage of development within the service transformation model.
These are – Online Presence, Interaction, Transaction and Transformation 2 .
Figure 1. Characteristics of the Four Phases of e-Government presents
these four phases in the Western Australian context. Each phase in the
diagram includes a brief overview of the characteristics pertinent to that
stage in the development of e-government.
The key elements of the four phases are briefly outlined below to illustrate
how the Western Australian Public Sector will progress to a
transformational model of government service delivery. This model should
serve as a guide. Each agency will progress according to its purpose and
capacity to respond to the current environment and needs of citizens.
There is not necessarily a clear division between the four phases and
agencies may advance to a more complex phase in some capacities whilst
still addressing aspects of a previous phase in other areas of their core
business. Both the diagram and overview can provide a reference point
for agencies to assess their progression in moving to a transformative
service delivery model.
Phase One – Online Presence
This phase is represented by agencies raising awareness of their purpose
and services through a web presence. It may simply be information that
outlines what the agency does, what services it provides and how it
operates. It may also include reference to contact points if citizens require
further information or wish to conduct business with the agency. There is
little opportunity for citizen interaction or two-way communication without
resorting to use of traditional channels of service delivery, nor can citizens
manipulate information or interact with it in any other way than simply
viewing it.
2 Baum, C., Di Maio, A. (2000), Gartner’s Four Phases of E-Government Model, Gartner.