Designing and Implementing an E-Government Application

Abstract

Today, citizens have grown accustomed to highly customized products and services from private sector firms. As a result, they have begun to demand that government agencies become similarly responsive as well. In order to address the ever-increasing expectations of its citizens, governments will need to become more customer-centric. Some government agencies have begun to do this through such IT-enabled initiatives as e-commerce and e-government. This chapter presents a case study of a successful IT project, MACROS, designed to help implement a new vision of business for state agencies within New York State. This new vision requires greater organizational and system transparency, and a culture of collaboration and sharing that is essential to learning how to better serve citizens. The discussion of the methodology employed in the implementation of this e-government application and the lessons learned lends itself to both traditional and virtual educational processes.