Participation - Channel Strategy
Channel Strategy
With government agencies using the Internet alongside a mix of other channels such as counter services, the mail, call centres, etc., the ICT Branch of the State Services Commission is looking at the need for an overarching strategy for e-government's role in supporting and/or augmenting these existing channels.
A scoping study was commissioned to provide advice on whether a channel strategy for the delivery of government services is required. The scoping study concludes that all of the features one could expect in a channel strategy are already present in the existing E-government Strategy, and it is not necessary to replicate it or supersede it with an alternative strategy focused only on channels. Having the vision and mission in place for future channel development, the ICT Branch has a choice about where to position itself to manage the achievement of the goals it has set in this area for the State sector.
To adopt a proactive, leadership approach to e-service development in the State sector the scoping study suggests that the ICT Branch will need to undertake activities that:
- develop and promote a 'Channel Strategy Framework' to provide guidance for e-service investment decisions, including the use of intermediaries
- set the context for e-service development within the public management reform agenda and indicate the contribution the E-government Strategy will make to the ‘Managing for Outcomes’ work programme
- define the role of the ICT Branch in leading and supporting agencies to develop citizen-centric e-service initiatives
- identify key resources available to support e-service development, and
- set measurable targets for progress towards achieving the E-government Strategy.
Scoping Study
The study is comprised of three papers:
- A scoping study on whether a channel strategy for the delivery of government services is required.
- A summary of the raw data collected and assessed for the channels strategy paper.
- A summary of the e-government strategies of other countries positioning electronic services in relation to manual forms of service delivery.
