In this Chapter:

• What is e-Government?
• The Value of e-Government
  • Illustrations of e-Government's Value
• Planning e-Government Programs and Projects
• Implementing and Managing e-Government
• e-Government Challenges

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Governments around the world are recognizing the value of e-Government. Properly designed and implemented, e-Government can improve efficiency in the delivery of government services, simplify compliance with government regulations, strengthen citizen participation and trust in government, and yield cost savings for citizens, businesses and the government itself. Not surprisingly, therefore, policymakers and managers are looking to adopt e-Government in countries around the world - ranging from the most developed to the least developed.

However, e-Government is not easy. It involves change, which can encounter resistance from embedded bureaucracies. Without sustained leadership, careful planning, and ongoing monitoring, projects can easily fail - and many have. Hardware and software vendors are only too eager to sell products and services to governments, sometimes without pausing to consider local conditions and local needs. Civil servants and citizens must be consulted and will likely require education. All these and many other challenges stand in the way of realizing the potential of e-Government. It is the purpose of the Toolkit, and its online version, to offer guidance and resources to policymakers, program managers and others in overcoming these challenges and delivering the benefits of e-Government to their citizens.