[...] After many years of e-government implementation, it is clear that users demand integrated services and that seamless user experience should be driven by strong consistency in processes and interfaces. E-government is typically not used often enough to deserve learning how an interface is designed. In order to achieve impact, it is necessary to provide integration at scale, beyond the individual silos. Yet the plurality of decision centres within government remains the main obstacle to large scale deployment of solutions, and best practice in service delivery often come from a highly structured approach (Estonia) or from approaches that are highly inclusive towards the need of the final users as well as the external IT vendors (NemHandel). However, these remain the exception rather than the rule and as a result fundamental principles such as “once-only” provision of information are still far from being achieved.