However, the issue of a bureaucratic structure is something that the OGCIO cannot deal with by themselves, added Lee from Towngas. 'It takes all departments and department heads to stay in sync in order to create more cross-department services and change the culture and mindset of the staff,' he said.

But, according to Dickson, the key is understanding end users' needs.

'I think [the key is] visibility of what citizens want,' he said. 'Departments are there to serve citizens.'

'If the service makes sense to the citizen, then there are motivations for departments to support these initiatives,' concluded the GCIO.