As explored in Beyond the Vote, citizens are increasingly demanding greater accountability and transparency from government, whilst simultaneously expecting higher levels of personalisation in the ways in which services are delivered. Additionally, many individuals and communities desire more influence over, and expanded opportunities to participate in, the decision-making and agenda-setting processes of the state. Innovative governments worldwide have begun to meet these challenges through implementing a fundamental aspect of eDemocracy – eGovernment. The primary rationale behind eGovernment – that is, online service delivery and open source public service information – is that more information in the possession of the public will not only assist in advancing government accountability, but will also permit the expertise and innovative spirit of the public to enrich public debate and policy. The examples of successful public and third sector transparency initiatives outlined in Beyond the Vote are a result of initial reforms in the way in which government views information – towards ‘open government’. Practical instances of this changing approach range from websites such as data.gov, to public servants blogging or engaging with citizens via social media. Though such engagement by public servants is largely non-existent within Australia.
Yet it must be noted that eGovernment initiatives worldwide are still in infancy, and there remains a significant divide between governments and citizens online. The 2010 United Nations eGovernment Survey found that there had been a general failure amongst many governments to place citizens consistently at the centre of eGovernment initiatives, in addition to inconsistent support and occasional poor design. In the case of Australia, with a global ranking of 8th in terms of eGovernment development and capacity, there has been more emphasis placed on transferring government services online rather than a thorough commitment to the principles of open government. Online service delivery and provision of basic information is critical in meeting the demands for personalisation, convenience, and integration. The national portal has been instrumental in this movement, and the transferral of services online has led to cost reductions, coordination improvements, and increased efficiency. Yet it emphasises the continued perception of the Australian citizen as a consumer or customer, rather than an interlocutor or colleague. These developments, while improving perceptions of government effectiveness and efficiency, have not alleviated the issues of cynicism and distrust of government that are rampant within contemporary Western societies.