Study: Best e-gov involves citizens
- By Diane Frank
- Nov 17, 2000
Report: "Citizen Expectations for Electronic Government"
The most successful e-government programs are the ones in which agencies
get input directly from citizens and offer more than one way to interact
with services, according to a study by the Intergovernmental Advisory Board.
Led by the General Services Administration, the study gathered information
from 19 government agencies, including 11 at the state and local level,
five federal agencies and five international organizations.
Fairfax County, Va., and the United Kingdom are examples of governments
that use panels, focus groups and town hall meetings to get citizen input,
according to the report. Those governments also provided the most access
points, getting e-government to the greatest number of people.
"It does appear that those governments that actively include citizens in
their planning, development and implementation of electronic government
initiatives will be the most successful in meeting citizen expectations,"
the report states.
In both Fairfax County and the UK, citizen inclusion showed that while the
Internet and computers are part of e-government expectations, voice-response
telephone systems and multimedia kiosks also are popular ways to interact
Such systems address citizens' expectations to be able to communicate with
government around the clock, but providing multiple approaches also gets
the services to many people usually left out by the digital divide, according
to the report.