The Australian Government Information Management Office Archive

Better Services, Better Government

Executive Summary

This strategy, Better Services, Better Government, maps out the next phase of the federal government's drive to move from placing government information and services online to more comprehensive and integrated application of new technologies to government information, service delivery and administration.

Better Services, Better Government has six key objectives:

• achieve greater efficiency and a return on investment;
• ensure convenient access to government services and information;
• deliver services that are responsive to the needs of individual Australian households, business and civic organisations;
• integrate related services;
• build experience, user trust and confidence in the use of new technologies; and
• enhance closer citizen engagement in policy formulation and processes.

E-government is the term that describes the use of available and emerging technologies to create seamless, responsive and citizen-focused government for the benefit of all Australians. The quality and efficiency of government services and information will improve to create broader and faster access to integrated, flexible and more customised services. In this way, e-government contributes to Australia's future national prosperity.

E-government involves a fundamental re-thinking of how technology can improve the very process of government. It will transform the design and delivery of government services and the relationship with citizens. Agencies will be able to embrace new approaches, which will allow greater flexibility to respond to government priorities and demands for new services.

E-government also involves departments and agencies focusing on the use of new information and communications technologies to deliver programs and services to 'customers' online. But it goes beyond that. An effective e-government strategy also entails maximising the use of the Internet to engage more effectively with members of the community as 'citizens' and 'stakeholders'.

In short, e-government creates the means to put the needs of customers, stakeholders and citizens in the foreground, as the delivery of online services is shaped by their requirements. It represents government that is citizen friendly, transparent and responsive.

The Internet should be seen for what it is - a key strategic tool that the federal government and the Australian community can utilise to achieve real and concrete benefits. Indeed, how we manage that process will underpin to a considerable extent our future prosperity in the information age.

Given the reach of the federal government to all parts of the Australian community, federal departments and agencies have a key role to play as both users and demonstrators of the utility of online service delivery. Internet use does not create benefits automatically, and effective application of new technologies for innovation and productivity growth requires a coherent strategy.

This e-government strategy seeks to harness the benefits of more widespread use of, and familiarity with, online services by the broader Australian community, as well as by government itself.