|Documents/4P4BPS/2: Engagement & Empowerment/2.1: Citizen Centricity|
Use innovative channels to make services more citizen-centric
Using innovative channels to make services more citizen-centric -- The private sector's responsiveness to customer demands has led to heightened public expectations of government. Because people can do their banking and shopping online, for example, they expect to be able to apply for driver's licenses and submit tax returns online as well. Governments are investing to meet these expectations. The Estonian government's e-services portal, visited by more than 10,000 users every day, allows residents to perform an ever-expanding array of tasks including applying for unemployment benefits, paying taxes, registering new companies, and even voting. But being citizen-centric isn't just about the Internet: Australia, for instance, has pioneered mobile government offices -- satellite-equipped trucks -- that serve as a one-stop-shop for government services for people living in remote areas.
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