Abstract

The administrative burden the government puts on citizens is substantial, whereas, generally speaking, service levels are low and a ‘customer’ orientation is lacking. There is a growing understanding that e-government can play an important role in tackling these issues by better exchange of information and electronic availability. This paper reports on the development and evaluation of an e-government vision as part of a strategic planning trajectory for the social security sector and other government agencies in the Netherlands. The vision approaches governmental service delivery from the citizen viewpoint and helps governmental organisations to take service- and citizen orientation to a higher level. The concepts used in the vision were tested by boardroom sessions as well as a survey, and has become the guiding principles for a number of e-government developments.

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