Introduction

The E-government Unit of the State Services Commission has commissioned this assignment to provide it with advice on whether a channel strategy for the delivery of government services is required. This is a scoping assignment, and does not extend to discussing the details of any potential future channel strategy.

Methodology

The methodology followed in the development of this paper has included:

• Desk-top research on overseas initiatives, relevant government policies, relevant legislative requirements, and user preferences
• Focus group discussion with identified key informants from government agencies on issues relating to service delivery channels, and
• Structured interviews with key informants from government agencies on incentives and business drivers for specific channel use and delivery.

All of the raw data collected and analysed for this assignment is provided in a separate document, Channel Strategy - Summary of Information. Similarly, the material on international initiatives has been produced as an independent reference document, Channel Strategy - Summary of International Initiatives.