Key Initiatives Key Initiative 4.1: Collaborating to implement shared ICT systems and processes This Key Initiative focuses on leveraging ICT to improve the efficiency of government processes; the effectiveness of government policies; and ensuring sound ICT investment. The deployment of common ICT infrastructure has proven to be a challenge for many Governments. Ministries must understand the need to streamline existing processes; relinquish control over common ICT infrastructure; and focus on their core businesses. Successful deployment of common ICT infrastructure, systems and policies calls for top-down directive, timely and clear communications to the various levels of government, tangible consequence for non-compliance and relevant support from government agencies. By consolidating the ICT infrastructure requirements of E-Government Department, the Government as a whole also stands to reap cost savings, to build in redundancy and exercise better control by enforcing ICT infrastructure standards and government-wide ICT policies. Key Initiative 4.2 Serving Citizens through multi-channel service delivery In the near term, this key Initiative will seek to put key G2C and G2B services online and ensure that all e-Services are of high quality. Customers of government services must be provided with convenience and choice. Providing the option of services via electronic means allows customers the convenience of access at a time and location of their choosing. It also allows the Government to be more responsive, flexible and efficient in service delivery and more transparent with its processes. Citizens and government customers need not understand the complex structure of the Government to obtain government services. Integrated e-Services offer the 62