It must be simple, fast and inexpensive. A database system that mirrors the organizational structure of the departments must be in place. Routing and reporting systems must be easy to implement. This structural approach to management is in the center of the sofware's design. Some elected officials are affraid to offer a service until they know, without a doubt, that it works as advertized.
Some government employees are afraid of the concequences of failure to deliver on a project.
Fear of loosing the public's trust often stands in the way of giving the public services that build trust, garner appreciation and develop relationships. Forming a committee and studying this concept for months or years will not promote the development of ideas. It will just cause meetings to happen. The relationship is developed, first, by starting the relationship. Pick a department and begin offering services via the Internet.