Trond Arne Undheim & Michael Blakemore (2007). A Handbook for Citizen-centric eGovernment. eGovernment unit, DG Information Society and Media, European Commission:"We found that it is not enough just to implement organisational change. Change in itself will not guarantee delivering services that deliver public value. (...) To make real progress on transforming government services you should aim to positively transform the relationship between government and citizens." (p. 1)"Let us also be clear – organisational change by itself will not necessarily deliver public value, nor will it deliver the full extent of public value that is needed by citizens. (...) Put simply, people matter more than the technologies, and the maxims that have emerged advise us to:
- Work with citizens to build and maximise their trust (...);
- Be very clear about the complex demands of emotional services such as health and social security (...);
- Do not undertake organisational change simply to reduce bottom-line costs (...) [p. 32-33]
Caso não tenham tempo/possibilidade de ler tudo, não percam as Messages for Politicians and Policy Makers, Messages for those developing and delivering eGovernment services e Messages for citizens who will use eGovernment services (pp. 4-6).