Although this paper is all about helping government agencies improve the ways in which they interact with citizens, it’s important to begin by recognizing one simple fact: every citizen is also a consumer. And as consumers, they have increasingly high standards for responsive and convenient commercial interactions. Not surprisingly, those commercial experiences have raised their expectations when it comes to dealing with government agencies. As a result, government offices around the world are beginning to take advantage of today’s most sophisticated business techniques and enabling technologies to help improve their productivity and the services they provide. In fact, many of those techniques and technologies are the very same ones businesses are using to better understand and

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