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As governments aim to become more citizen-centric, a solid, cost-effective IT infrastructure can help them create the seamless technology and services to meet today’s tech-savvy citizens’ basic expectations. Digital government offers an appealing vision of the future: Citizens communicating with government departments anywhere and anytime using integrated channels (such as mobile); governments being more inclusive and responsive to constituents’ needs; departments collaborating and integrating their services to provide seamless services to citizens. And nearly every government in the world knows it needs to go digital—to automate processes, support service delivery, become more efficient, and improve citizens’ lives. Research suggests that government leaders recognize that technology improves synergies among departments, citizens, and the private sector. IT also enhances institutional connections within the government, increasing transparency and accountability for public services, and creating stronger social equity and citizen inclusion and hence sustainable development.

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