Net impact. The role of technology in delivering citizen services

Douglas Frosst, Scott L. Brown and Andrew Elder

The European public sector is faced with significant pressure to more efficiently deliver citizen services and simultaneously make their services available online.

Net Impact

The Role of Technology in Delivering Citizen Services

Douglas Frosst Cisco Systems, United States

Scott Brown Incepta Marketing Intelligence, United States

Andrew Elder Incepta Marketing Intelligence, United States

INTRODUCTION

From the day computers moved from the mainframe to the mainstream, we have assumed technology is making office work more productive. Typewriters disappeared in favor of word processing, spreadsheets replaced calculators, and our vernacular became cluttered with acronyms and terminology such as CRM, Googling and the “Blue Screen of Death.” The way we work, if not the actual work, had changed and surely for the better....

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