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

e-Government Strategy for the Western Australian Public Sector
Understanding e-Government
A Citizen’s View: What Will e-Government Look Like
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The potential benefits of e-government to the citizens of Western Australia
are considerable. It offers the prospects of:
• A more tailored approach to service delivery that recognises the
particular needs of an individual and the range of services and
resources that can be brought to bear to meet those needs;
• Access to services at a time and place convenient to the citizen or
business; and
• A greater choice in the way services can be delivered.
The citizens of Western Australia, whether in the community or business,
want more effective and efficient delivery of services that meet their
individual requirements. The pace of life in the 21st century demands that
these services save time, money and make access to government easier
and more convenient.
Figure 2. From Web Presence to Full Service Delivery: A Citizen’s View
represents a model of the e-government transition process from the
perspective of the citizen. In the web presence phase, citizens are able to
access a range of, generally ‘static’, information about an agency and its
services. The interaction phase enhances the service delivery options for
citizens by enabling new methods of interaction such as email and
downloadable forms. This phase is also characterised by a move towards
one or more common entry points that bring together a range of related
services in a way that makes it more convenient for the citizen and puts
less emphasis on the citizen needing to know who provides a particular
service. Also characteristic of this phase is a move by some agencies to
expand the channels available to citizens and business for conducting
specific critical transactions (typically high-volume and revenue-related),
through methods such as online payments and IVR telephone services.
The interaction phase also provides an additional channel for the citizen to
participate in areas of government policy and decision-making.
‘Technology will not determine the service – rather, better information management and improved
business processes will be the means used to tailor the delivery of government services to meet the
needs and demands of citizens’.
This will minimise the onus on citizens needing to know where
to access government information and services.
Australian Government Information Management Office, (2002), Better Services, Better Government, www.agimo.gov.au