eGov IG, Multi-Channel Delivery, second draft, with a little update

Hello all,

I have added a little thing.

There is a paragraph about the investigation whether the service can be 
divided into distinct steps and explaining that sometimes the full 
transaction could take several steps which might involve different 
channels.

I have added an example:

For instance, in order to renew the citizen´s ID card in Spain an 
appointment can be made through a web site, then the citizen may receive 
a confirmation with an SMS message through the mobile phone and then the 
last step is made face to face in an office of the administration.

Best regards,
Miguel A.