Consequently, they require strong and consistent executive level support. These considerations have both government and user dimensions. Customer beliefs about the trustworthiness of electronic services are as problematic for government as they are for business. Users need to be able to trust that government is handling information about them with care, confidentiality, and security. They also need assurance that the information government provides to them is authentic and trustworthy for their use.
Government has complementary concerns.
For many applications, government needs confidence that users are who they say they are. Agencies also need to be certain that their service systems are well-protected against hacking, fraud, and misuse. The benefits of collaboration across program, agency, and jurisdictional boundaries include economies of scale, new resource development, less duplication of effort, and more customer-oriented services. Due to their often limited resources, local governments and smaller state agencies, in particular, stand to benefit from collaboration. Citizens and businesses would benefit most from the simplicity and responsiveness of integrated services and streamlined processes.