Abstract
Policy makers initiated different e-government strategies which were supposed to be a perfect answer to a developing ICT environment and to create new channels through which government and citizens could interact. However, this approach has come under criticism. Recently, there is a paradigm shift towards new concepts such as "user-centred e-government" and "multichannel government". In our research we focus on the needs and expectations of citizens towards electronic public services. A successful implementation of one-stop government requires a threefold approach: profound understanding of preferences of different types of users towards different channels and different kinds of public services.
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