Annex 2: Benefits of Implementing e-Government Services The government organizations should accept the following factors, which are intrinsic to eGovernment, as key principles on which ICT solutions will be implemented. These issues are addressed in the body of the Policy and some issues are addressed in the government Information Security Policy, but are emphasized below.  Accessibility: Providing information and citizen services over the web and ICT channels will make them available to a larger section of general public. Therefore all possible measures should be taken to make the services accessible to the public without discriminating on ethnicity, language, religion, gender, for differently-abled persons, or based on geographical locations, time, or on economic levels. It is essential that all citizens including differently-abled persons should be taken into account while devising e-government solutions.  Transparency: ICT based solutions should improve the transparency by allowing the pubic to monitor the mandate of the organization, functionality, decision making processes, the progress of a process at different stages and clearly informing them of the type and the quality of the services they obtain. The e-government models should always encourage transparency within government.  Efficacy: It is important that the services provided by Government organizations using ICTs, meet and exceed the expectation of the citizens. The efficacy at which the services offered should be a key factor that determines the quality of the services provided through using ICTs.‍  Efficiency: Services should be available to the public within the minimum possible time. A concept popular in e-government solutions is “same day service”; where a service requested by a citizen in the morning should be made available to him/her before the end of the same day. Although it is difficult to expect this level of delivery from every service from the inception, all government organizations are expected to provide citizen services efficiently so that the public is not made to wait for the services requested.  Citizen centric: In providing information and services, government organizations should establish a citizen centric approach instead of a traditional organization centric approach. In order to do so, government organizations should reengineer their processes to convert the government organizations to “one stop shops” thus making their services citizen-friendly. Citizens should be able to then obtain services through submitting minimum necessary supporting documents and visiting a minimum number of organizations.  Interoperability: Government organizations should ensure when implementing ICT programmes that these are interoperable - enabling electronic data sharing and data exchange between different systems - throughout all government organizations, and also with the industry and other key sectors.  Confidentiality, integrity and availability: All government organizations should preserve the confidentiality, integrity and availability of the information within their purview. 25