CRM and the Government

This from CRMBuyer's article "Government Customer Service: No Longer and Oxymoron?"

"Many government agencies have grasped the need to move beyond the first e-government  initiatives they deployed, such as self-service  or dynamic Web pages. "That is the one channel citizens expect the government to have mastered. Now it is recognized there is a need for the government to be flexible in its technology approach to meet peoples' needs," said Roberts."

All I can say is it is about time. Read more at...