1. (taxpayers) – individuals – businesses Customer Service Representative IVR Specialist Staff Desktop Tax Administration Legacy System Need (IRD Call Centre Project): l Develop a more efficient, effective department through l provision of online services to businesses l a customer-focused, compliance improvement approach Approach: l Integrated customer relationship management, call center, IVR Impact: l "We treat people who deal with us as valued customers." l Able to train call center staff in 2 weeks l 100% ability to file business taxes on line http://www.ird.govt.nz/ New Zealand Tax

2. Government's Transformation l Moving information / services to the Web l Enhancing and expanding access and usability l Re-engineering processes around the customer l Becoming a knowledge provider for customers and employees Wave

3. http://www.buyusa.com Need: l Stimulate economic development by assisting US SMBs to compete and grow in the global economy Approach: l Innovative e-marketplace linking US businesses with buyers and partners around the world l IBM pServers, DB2 UDB, WebSphere Commerce Suite, hosting Impact: l Reduced time and cost to find opportunities and local partners l Allow foreign companies to view US catalogs and background company information US Department of Commerce - BuyUSA

4. Need: Bring senior levels of government into close and swift communication on policy and issues Approach: l Factual and briefing information l Preparation of answers to Ministers' questions Impact: l 250,000 uses per week l Improved coordination of different communications channels l Enhanced ability to respond to "quickfire" changes and questions in a united fashion http://www.kablenet.com/ UK Government Knowledge Network

5. Need: l Facilitate & drive local business growth l Aid population in ability to retrain Approach: l City community portal, common case management, e-learning and e- commerce infrastructure Impact: Extensive citizen access -- 58% + "connected" via high-speed network l One stop shop for all citizen services l Business Development Council support l EU funding and awards l Stopped Growth of unemployment l Promoted local economic growth http://www.naeskom.dk/ Naestved, Denmark, Community Portal