Co-ordination - making it all hang together

The integration of services delivered electronically will require new state sector business arrangements, a revamped technical infrastructure, common protocols for web use, security, data exchange, system design and management and new governance and management mechanisms.

Mandatory policies will be needed for authentication, privacy, security, data management (including metadata), information systems management and inter-operability. These policies will form a framework for the 'back-office' of e-government.

Customers will access required services with ease as knowledge of the structure of government will be unnecessary. Services will be linked and bundled in ways which are convenient and relevant to customers (for example, life or business events) giving seamless and integrated service delivery.

Integrated service delivery will need to be built upon new processes and technologies and a collaborative culture which is consistent across government. This will allow service delivery to be cost-effectively integrated and customised to meet the needs of customers.