Affiliations: [a] University of Ljubljana, Faculty of Administration,
Gosarjeva 5, 1000 Ljubljana, Slovenia. Tel.: +386 1 5805 554; Fax: +386 1 5805
541, E-mail: mateja.kunstelj@fu.uni-lj.si
Correspondence:
[*]
Corresponding author
Abstract: The development of e-government in most countries is still primarily
aimed at developing electronic services that customers can access via the
internet. This has been matched by the methods for monitoring e-government
development, which fall far short of providing a true overall assessment. Such
a narrow focus on e-government has led to a significant slowdown of development
in most countries. Countries have used "quick fix, quick win" solutions,
while continued development require above all the development of an integrated
government portal and reengineering of back-office processes. The more
developed countries are therefore increasingly tailoring their e-government
strategies in the direction of customer-orientation and instead of persisting
with rigid organisational structures are working on integrating services and
processes across individual administrative bodies and institutions and even
include private businesses. The development of e-government therefore demands a
holistic strategic approach that encompasses the entire public administration
and is not limited to individual bodies and institutions, or individual sectors
and levels of administration. The methods of monitoring, evaluating and
benchmarking e-government development will have to follow the same principles.
Based on critical analyses of existing approaches, this paper attempts to
define the areas and aspects that must be included within the integrated
approach in order to facilitate the progress of e-government towards its
strategic objectives, that is the development of services based on user's needs
and problems, i.e. integrated services or life-events.
