E-government and integrated service delivery in Canada: the Province of Nova Scotia as a case study

The purpose of this paper is to provide a critical assessment of the Canadian Province of Nova Scotia's efforts in achieving more integrated service delivery within a multi-channel delivery framework. Four key lessons emerge. First, governments remain at an early stage of evolution in creating platforms and mechanisms for government-wide service integration. Secondly, electronic channels of service delivery would appear to hold considerable promise as sources of internal efficiency and external value for service recipients. Thirdly, the persistence of technological divides between urban and rural communities constitutes a hugely important set of variables. Fourthly, the importance of leadership both politically and administratively is demonstrated.