" This I would answer by comparison to the development of ATM (Automated Teller Machines) and then Internet banking services in Kuwait. From the point of view of the bank servicing a customer request, in person at a branch teller point was far more expensive than using an ATM. The solution was to make the ATM more attractive to the banking customer and as a small but not insignificant factor charge the customer for conducting key transactions at with the teller. Concerns for a transparent and fair service remain paramount and this links directly to producing feedback form citizens and residents either through the existing Diwania structure or by an additional e-Diwania layer. The Kuwait Council of Ministers based web site has exactly this development that is to be implemented later this year. This e-Diwania would expect to publish all aspects of Kuwait Government that naturally would include the indicators for e-government development.
It is difficult to precisely state what these indicators would be but they should cover specific services that are being implemented (launch, re-launched or otherwise marketed) with a date by which they would be available to the general public or whatever the target audience was for such a service. There should be indications for services that are being transformed from Transact to Interact. The feedback enabled by e-Diwania would allow and encourage constructive commentary by the people for whom the services are being developed thus ensuring that these people are clear that the services are being created, developed and maintained for them.