Lessons from the TIGERS Program: Trials of Innovative Government Electronic Regional Services

Abstract

TIGERS was a demonstration Australian Government program trialling electronic service delivery innovations that aimed to make it easier to do everyday business with governments: over-the-counter, over the phone, and over the Internet. It was essentially a change management project seeking to change the behaviours and practices of people in government, agencies at all levels of government and clients of those agencies. The result of TIGERS was that a series of new integrated online services were established in Tasmania and many have continued as sustainable services after the closure of the program. TIGERS also explored new areas and created valuable learnings for governments that are moving to the more advanced stages of e-government. Governments in Australia should now be better placed to move into these advanced stages as a result of the learnings of the TIGERS Program.