It will not be long before email and e-mail enable technologies are fully integrated into this new approach. Already government organizations are encountering difficulties in applying the old correspondence and forms based approaches to e-mail correspondence. It is becoming clear e-mail is not just an electronic form of paper correspondence. The objective of electronic communications within a federal government organization is to serve the needs of the client in the most practical manner. The concept of the client is multi-dimensional.
Clients can be from the same department, another department, or the general public.
The first step in successful client service is to ensure that we understand the objective of the client in order to provide an effective response to their need. Clients, whether they are internal or external, tend to fall into three broad categories. Just as different approaches and mechanisms are used in the real world to serve the different needs, different services and approaches are required with electronic systems. Canadians have demonstrated their need to interact with the federal government. Canadians will, wherever they can find a way to do so, provide significant and challenging questions and comments.