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Digital Government by Darrell M. West

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CHAPTER 5

The Case of Online Tax Filing

NOTHING ILLUSTRATES the opportunities and challenges of technological change more than the subject of electronic services. As pointed out in previous chapters, public officials have placed a high priority on getting services online. Consistent with a technocratic vision aimed at the business community and middle class, the goal of many city, state, and federal planners is to allow Internet users to register cars, file for business permits, and pay taxes online, among other features. Professional associations of IT experts are pushing for these options, and elected officials have embraced Internet service delivery as a long-term objective.

There are several reasons for this focus on service delivery. The ...

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