As stated in the foreword,
This document is an attempt to describe, but not yet solve, the variety of issues and challenges faced by governments in their efforts to apply 21st century capabilities to eGovernment initiatives. It provides examples of existing, applicable open Web standards. Where government needs in the development of eGovernment services are not currently met by existing standards, those gaps are noted.
I found the paper extremely insightful and deserving of several reads. It accurately depicts the issues governments face when engaging online, provides insights into why governments should engage citizens online and details strategies for enabling effective government engagement.