Effective e-gov: think customers

Customer-centred thinking, efficient processes and collaborative multi-agency working are the keys to effective e-government,...

Customer-centred thinking, efficient processes and collaborative multi-agency working are the keys to effective e-government, according to new guidelines from the Buy-IT Best Practice Group.

The joint user/supplier group, whose members include Rolls-Royce, Reuters, Nestl' and the Office of the Deputy Prime Minister, has published a nine-point framework for successful delivery of e-government projects and an e-government readiness checklist for public sector organisations.

The effective reform of public services through IT requires an understanding of users' needs, delivery processes efficiently organised to meet those needs, and people, departments and organisations collaborating to deliver, says Buy-IT's report Framework for E-Government: Delivering E-Enabled Public Service Reform.

The nine elements of Buy-IT's delivery framework for this are:

  • Having informed, business-savvy leadership
  • IT must be put squarely in the context of the overall programme
  • Deep understanding of who customers are and a compelling value proposition
  • A clear funding and procurement strategy with inbuilt flexibility
  • Identify and build stakeholders who will encourage use of a service
  • Rigorous performance management
  • Effective programme management - ie the ability to manage portfolios of projects
  • Effective change management of culture and process through "change champions"
  • Capability development through continuous coaching and mentoring.

    www.buyitnet.org

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