In addition to the “building ‘better staff and streamlined administration’ to realize good governance” and “Supporting the development orientation of ‘one centre’ and ‘one platform’”, when facilitating the digitization of internal management and public services, we need to fulfill the needs of various parties in order to receive support from all parties, and ensure sustainable development.
Parties related to Macao’s electronic governance development consist of citizens, businesses, civic associations, civil servants, government agencies, and policy makers. In the daily interactions between the parties, whether it is between policy makers and civil servants, among government agencies, or between government agencies and citizens, electronic governance applications are involved. Therefore, when considering user requirements of electronic governance, both individual and common needs of the parties should be considered. And when designing e-services, in order for the parties, especially for the citizens, to conveniently obtain quality public services, the “people first” principle should be observed and the characteristics of various delivery methods such as face-to-face, telephone, desktop computer, kiosk, mobile applications, and social media should be considered in order to provide diversified channels for service delivery. In addition, when implementing e-services, special attention must be paid to the analysis of cost-effectiveness, and to accurately estimate the number of users in order not to over-spend due to over-estimation. Also, effective consultation and communication mechanisms should be established in order to continuously collect the opinions of various parties, professionals, and the general public so that the General Plan can be timely adjusted and optimized to fulfill the latest demands of the various parties.