No government can put a fully digital approach in place
immediately, but every government can begin now with strong
first steps that benefit citizens and make them feel that the
government is working for them. The main principle should be
that citizens should never again have to fill out lots of forms or
go to lots of places to get information.
As one government official said in conversation about his new
website, which lets people download a hundred years of county
records online," People can tell when you're trying to help. They
know the difference between a government agency trying to
help them and one that's just getting in the way.