European Commission: A Handbook for Citizen-centric eGovernment – “Issued by the cc:eGov project, this Handbook provides an in-depth analysis of what citizen-centric government services should strive for. It gives recommendations on access to these services, offers front- and back-office solutions and emphasizes the importance of relationship building between those delivering and those receiving the services. The handbook also includes a number of interviews carried out with various national administrations serving as useful examples to learn from.”