Student Details: Subject Name:

Alicja Trefler e-Business 1 (CCS217)


No 1 – Research Report

e-Business and the Commonwealth Government

E-business is more than just an Internet presence or e-commerce transactions. It is a new business design “that emphasises a finely tuned integration of customer needs, technology and processes”(Kalakota & Robinson, 2001, p2). Companies that use this new design focus on integrating operations to support changing customer requirements. They understand that the e-customers’ needs, tastes and expectations are transforming the shape of the whole enterprise (Kalakota & Robinson, 2001). Therefore one of the key concepts in creating an e-business is being a customercentred organisation. This concept is not limited to the for-profit sector. Today, governments at all levels are also adopting proven best practices and technologies to improve customer service and business performance. The impact of this change is enormous – both for citizens in their view of the responsiveness of government and for government itself as it embraces a new view of the citizen as a customer (Deloitte Research, 2001). In this customer-centric e-government context, use of the Internet plays a key role, but it represents more than just a new channel for delivering government services. It is a catalyst that challenges age-old assumptions about how governments should operate, especially how they create value for their constituents by improving convenience, ease of use, offering better information faster and creating a higher level of service (Deloitte Research, 2001). Consequently, an e-government approach to doing business impacts every aspect of the organisation including workflows, technology and staffing (Deloitte Research, 2000). It has been described as “the use of technology to enhance the access to and delivery of government services to benefit citizens, business partners and employees” (Deloitte Research 2000, p1)....