2.1: Citizen Centricity
Use innovative channels to make services more citizen-centric Other Information:
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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