The internet in itself will not solve all the problems that stand between government and citizens relating, interacting and communicating more effectively.  However, it can and should ask new questions of established working practice.  As a very simple example, online questionnaires make it affordable to seek and garner tens of thousands of responses, something often not possible with postal or face-to-face approaches.  Are organisations equipped to deal with this level of feedback?  If not, why not?

Because it's by scrutinising and checking the culture and processes of governance, and looking for continual improvement, that lasting, effective changes for the better can come about.