E-government is more about government than about “e”. The spread of new information and communication technologies has spurred major changes at all levels of society and notably in citizen expectations. Governments have also been integrating those technologies into work practices to keep pace and enhance the policy outcomes, service quality, and responsiveness to citizens that determine their effectiveness. E-government initiatives can bolster government effectiveness in important ways like facilitating cross-agency cooperation on complex problems, fostering a customer focus for services, and building relationships with private sector partners. Delay in implementing e-government reforms can thus handicap economic development in this increasingly competitive, rapidly changing world.

Executive Summary
Chapter 1. Objectives, Scope, and Context
-Introduction
-Definitions
-Objectives
-Methodology
Chapter 2. The Case for E-Government
-E-Government and Efficiency
-E-Government Improves Service Quality
-E-Government Increases Policy Effectiveness
-E-Government Contributes to Economic Policy Objectives
-E-Government Can Help Forward the Public Reform Agenda
-Citizen Engagement and Trust
Chapter 3. External Barriers to E-Government
-Legislative and Regulatory Barriers
-Budgetary Barriers
-Technological Change
-The Digital Divide
Chapter 4. Implementing E-Government
-Vision Statement and Plan
-Front Office
-Back Office
-What Could Go Wrong?
Chapter 5. Conclusions and Future Challenges
Bibliography
Annex 1. Glossary
Annex 2. E-Government Statistics
Annex 3. ICT Diffusion and the Digital Divide