Integrated Service Delivery. Governments Using Technology to Service the Citizen. International, Federal, and Local Government Experiences

摘要

Information technology is revolutionizing the way governments work and the ways in which they deliver services to the public. The Internet has increased public access to government services. Initially, the Internet was used to disseminate information. As technology advanced, governments began to build interactive, web-based applications designed for and delivering services to the citizen. Today, the more robust service delivery systems reflect this citizen orientation. In the spring of 1999, the Office of Intergovernmental Solutions (OIS) conducted a survey of government websites from other countries and from sites in the United States at the federal, state, and local levels. The objective was to identify those sites that provide integrated services to the citizen. What we found is a trend that is gaining momentum but has not yet matured. In fact,we are witnessing a trend that will steadily evolve in the next decade. When it does, society will be significantly changed in the way citizens interact with their governments.