In this new age of computers and information technology, customer service expectations have risen. The new customer service expectation ties back not only to consumers in the marketplace but to citizens, businesses, tourists, and other agencies across the different levels of government. Though improvements have been made in both Web access and in-person interaction, governments are increasingly looking to portals, call centers, and CRM to handle all types of issues, problems, services, and transactions. A “one-stop shop” for citizens, businesses, tourists, and other agencies would provide Internet-based self-service capability for the computer savvy to conduct transactions, such as pay bills. Customers would be able to search on frequently ...

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