Executive Summary (This is a document excerpt)

In the early days of eService, public sector projects shared the same goals as private sector projects: cost-cutting. But some of the newer eService drivers, such as upsell and cross-sell, are not shared by government agencies shopping for agent- and customer-facing tools, making it more challenging for government buyers to navigate vendor messaging to identify needed functionality. Public sector companies should concentrate primarily on eService criteria like content management, search technology, and email automation and place less emphasis on areas like Web collaboration and dynamic generation of messages and offers.

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