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

e-Government Strategy for the Western Australian Public Sector
Understanding e-Government
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The transaction phase provides a continued expansion in the number
and completeness of transactions that citizens can undertake in an
online environment. As the requirements of citizens mature in this
area there is growing emphasis on accessing services that are more
tailored and personalised to the needs and circumstances of the
individual. In order to meet this need, agencies adopt a much more
collaborative approach to services and service delivery and utilise
methods and channels of delivery that are more flexible and
integrated. The pattern of two-way communication between citizen
and government that this phase sets in train also provides a platform
for establishing new ways for citizens to participate in the decision
and policy-making processes of government. Similarly, it creates new
avenues for government to increase its accountability to the citizenry
through greater openness and transparency of its operations.
The transformation phase represents the full adoption of
e-government into the everyday interactions between citizen and
government. In this seamless service delivery environment, one of the
key features for government is having the capacity to continually
improve and build upon both the information and services it provides,
based on interaction with citizens. This seamless environment allows
the focus of service delivery to be citizen-centric, not government or
agency-centric, and has the potential to inform government decisionmaking
through a continuous channel of communication between
government and citizens.