1: Guiding Principles
Use a set of high-level guiding principles that cover as a minimum [the following objectives]. Other Information:
A one size-fits-all approach to government transformation will not work. There are nevertheless some guiding principles which
are universal and help inform the delivery of services. A management hand on the tiller is not enough to deliver effective
transformation. “Transformational Government” is a managed process of ICT-enabled change in the public sector, which puts
the needs of citizens and businesses at the heart of that process and which achieves significant and transformational impacts
on the efficiency and effectiveness of government. However, even the most well intentioned and effectively governed program
can drift off course without clear direction provided by explicit and well-publicized guiding principles. See also “Part II,
Component 1: Guiding Principles” in [TGF Primer]. Delivering these principles, in line with the Critical Success Factors,
requires government to re-visit – and potentially to transform – every stage of the service delivery process. The Transformational
Government Framework identifies four main delivery processes, each of which must be managed in a government-wide and citizen-centric
way in order to deliver effective transformation. Most of the following patterns are concerned with the delivery processes
and are presented in four sections : · Section 2.1 Business Management · Section 2.2 Customer Management · Section 2.3 Channel
Management; and · Section 2.4 Technology Management Patterns [2] to [16] below cover all four of these delivery mechanisms.
The core set of TGF patterns is completed by patterns [17] to [19] for the key Critical Success Factors and the final pattern
[20] Benefits Realization.
Indicator(s):
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