Abstract
Recent explosion of the internet and the emergence of the concept of e-Government endeavor to improve the delivery of public services. Innovative Electronic Service Delivery could well become a driver of the innovation process in public sector. The opportunities are still clouded by a lack of clear visions and of generic reference models of electronic service delivery. Over the past decade, many countries are working to provide “citizen-centric” electronic services as the theme of the development of e-government. From there a reference model for electronic services can be sketched. It identifies several phases of a typical citizen-government transaction, and it provides a checklist of the various requirements for electronic services delivery. It furthermore comprises an architecture for citizens' services which enables single-window access to all administrative services via targeted “front offices”.
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