Citizens and their needs shall be the focus of government, particularly the delivery of public services and the public's other transactions with government (e.g., applications for birth certificates, passports, police clearances, and tax-filing).
Agencies need to overcome bureaucratic turfing and fragmentation to deliver public services more efficiently, quickly, and flexibly. Efforts must go beyond the past desultory and sporadic efforts at "one-stop shops" for certain transactions and must give way to a systematic horizontal integration of related services based on a studied assessments of the flow of citizens' needs.
Government services should cluster around the business life-cycle (from start up to closing of business) and the life-cycle of citizens (from birth to death), and establish corresponding single-window service channels.
Government processes should be reviewed, coordinated, and simplified in order to reduce processing time and to make it easier for citizens to transact with government. To achieve this, government should use information and communications technology (ICT) to the fullest, to facilitate electronic access to public services. Virtual single-windows can be provided via the Internet by interconnecting online public services of government. Such virtual coordination must be underpinned, however, by real coordination, information-sharing, and cross-checking among various agencies of government as citizens complete their transactions.
This should lead to the elimination of redundant and repetitive information requirements in government forms, among others.