Affiliations: [a] University of Oldenburg, D-26111 Oldenburg, Germany.
Abstract: Efforts to improve the delivery of public services with ICT are
older than the recent explosion of the Internet and the emergence of the
concept of e-Government. Innovative Electronic Service Delivery could well
become a driver of the modernisation process in government. The opportunities
are still clouded by a lack of clear visions and of generic reference models of
Electronic Service Delivery. Also, instead of taking a joined-up approach to
citizen services, parochial approaches still prevail in many countries. This
contribution deals first with some of the early efforts to create one-stop
government services. From there a reference model for electronic services is
sketched. It identifies several phases of a typical citizen-government
transaction, and it provides a checklist of the various requirements for
Electronic Services Delivery. It furthermore comprises an organisational
architecture for citizens' services which enables single-window access to all
administrative services via targeted "front offices".