The purpose of this paper is to project the trends and issues that will arise over the next decade as e-government develops and matures. When government acts to innovate and implement new ideas and technologies, issues arise that are common to all organizations, such as the costs and benefits of adopting new technologies, and the effect of technologies on productivity and customer service. This project will include a projection of the effect of e-government on customer service and productivity. However, government differs from private and nonprofit organizations in important ways, due to politics and media scrutiny. For that reason issues other than productivity and customer service must be analyzed. This project explores and projects potential uses of the Web for: government-to-government interaction; procurement; citizen participation including public comment, instant random sample surveying, and even voting; education; and lobbying and interest group interaction with government.
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Cohen et al. (2003) studied this question.
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