posted by Claire B. Rubin
Your Pass To Good Government, Newsweek, August 16. The byline to this article is: “Skip the lines, forget about bribes. E-gov gives anyone with a web connection direct access to public services.”
The assumption that the speed of the message/request arriving via new digital media will be matched by the speed of the response or delivery of services is, in my view, a serious mistake. The ability of government agencies to collect, analyze and act on requests arriving via new media is no greater than it was via the traditional means. It might even be slower, since agency personnel need to monitor additional new media to collect the requests.