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.
Government officials need tools that will help them move from fixed infrastructures to virtual governments and promote a different way of looking at what they do and how they do it. Hierarchical structures will give way to team approaches that include the front-line workers in direct contact with customers. KPMG has identified a transformation model for the new customer-based century. The model asks organizations to consider blending the right amount of technology with human resources to effectively serve this changing base of customers. This won't be easy.