E-government, public services, Government Enterprise Transformation, GET, e-citizen, Wireless technology
The Internet has brought in a fundamental change in our personal and professional lives. We are in the midst of an information and communications technologies revolution. Now, Internet is radically changing the way governments operate across the globe. The new millennium had brought forward unprecedented opportunities for innovative, result-oriented government sector.
GET involves reorganizing and redeploying of a government to meet customer demands in the most effective and efficient manner. It requires significant changes in the government's business processes, human resources management and technology.
Government portals can significantly help in achieving the objectives of GET. A well-developed, customer-centric portal allows governments and users to get results that are fast, accurate, and cost effective at a single point location. It offers a single entry point for the citizens and businesses to access integrated services and information for all of a government's departments. Customer-centric portals have four major attributes:
* They fulfill all customers' demands (businesses and citizens) for government services including providing information and allowing monetary and non-monetary transactions. Customers experience maximum value when they are able to complete a process entirely through one portal.
* They aggregate information about how to access services across the government enterprise thus enabling customers to locate the content they desire for "one-stop shopping."
* They must appeal to customers not only to get initial attraction but also revert to them regularly. For any government portal, aesthetics including size, colour, type of graphics and ease-of-navigation play a major role.
* All portal services must connect to databases integrated in the back office, enhancing management of customer information.
In most of the developed countries, government departments have moved beyond offering information-only websites and are in the process of setting up full-service Internet portals. The Singapore government has been the front-runner in this initiative (See Exhibit I). Many governments are accelerating the online adoption process by announcing the target dates for their portals to be publicly available-Japan and US by 2003; Canada by 2004 and UK by 2005.