Internet experiences with the private sector have raised the bar in terms of expectations in the delivery of citizen-centric service, and this poses as one of the major challenges in turning any e-government vision into reality.
Research firm Gartner considers this one of the key challenges to e-government transformation. Its senior analyst, Bob Hayward, identified rising expectations of better citizen-centric services to include 24x7 availability, self-service, better access, customised services, immediate service and results, and customer-focused services that are better, faster and cheaper.