reengineering government, online services
INTEGRATE THE GOVERNMENT SERVICES INFORMATION INFRASTRUCTURE
Imagine this: An individual walks into a government agency. The government worker at the computer terminal answers the individual's request for college loan applications and small business opportunities. While there, the individual also applies for a state fishing license and a non-resident hunting license in another part of the country for an upcoming trip. This individual just completed in minutes what now takes hours of traveling to different offices and filling out redundant forms. This is all made possible because an interoperable, secure, information infrastructure exists that allows government workers to access all the information required to service customer requests. The data flows smoothly across the many links of the nation's information infrastructure, just as easily as vehicles can traverse the many links and portions of the nation's transportation infrastructure.
Chapter A15, Access America, Reengineering Through Information Technology