Connected people expect much more than just access to information. They demand instantaneous results in this Internet world, whether ordering a book, transferring funds, planning a vacation, enrolling in college or paying bills. And they are increasingly intolerant of long waits. The interviews, plus research on demographic, political, economic, technological and organizational trends, point to a new era of government. We are entering an era that favors public institutions that get results by providing value and accountability to their customers.
Customers are now the ultimate definers of services provided by government.
They will not accept delays, duplicative records, errors or slow responses. Government officials must find ways to meet customer expectations while managing with reduced capital and human resources. Technology and people in charge of systems will not transform government. It should be integrated throughout the organization, but only as part of the complete process of reengineering. Government can no longer afford to be all things to all people.