Executive Summary (This is a document excerpt)

Federal agencies, including the National Science Foundation, the Internal Revenue Service, and the Department of Commerce, were quick to jump on the Internet bandwagon. Their initial efforts delivered better access to information and reduced service costs. Lately, eGovernment progress has slowed. Why? Agency heads, CIOs, and program managers, like many eBusiness managers before them, are finding out that if you build it, they may not come. Looking toward the future, Forrester sees significant opportunities in eGovernment as agencies address obstacles like persistent agency silos and the eroding IT workforce. Over time, agencies will obtain sustainable results from eGov initiatives by adopting best practices like addressing process change before implementing technologies and providing integrated services through multi-agency portals.

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