Asked for an example of NPR's work that has already touched the average American, Russell suggested referring to the U.S. Government listings in the blue pages of the telephone book. And about half of those look-ups ended up in failure, and calls to the phone company for information. Though it appeared very simple, somehow no one in government had gotten the handle on the idea that telephone numbers to be used by the general public should be listed by service, not agency or department. The public can also access, through the Internet, such documents as tax forms and information. These can be filled out and sent back to the government electronically, or they can be saved and printed by the user, filled out the old-fashioned way, and mailed in.
Significant savings accompany the improved and increased use of technology.
Not all government workers view NPR's push in this direction as a positive thing. But some of us are in almost adversarial positions with the public, in order to protect the public. A patent examiner who likewise requested anonymity agreed. We shouldn't have to bend over backwards to be nice and cooperative to people who don't necessarily have the public's best interest at heart, only their clients'. Such sentiments might well be echoed by other government employees involved in enforcement functions.