Electronic service delivery (ESD) is the new goal for governments of all stripes. Federal, provincial and municipal governments are increasingly aware of the Internet as a potential delivery channel and many ministries have already put their information and programs online. Yet, most governments are still focussed on the most basic forms of ESD and have yet to tackle the more challenging aspects of ESD. This is not surprising. As any bureaucrat will readily attest, changing how government works is not an easy nor an enviable task. And when that change involves more than one department, such as implementing a comprehensive

e-strategy, the challenges increase exponentially.