E-government refers to government initiatives to provide information and SERVICES electronically and over the INTERNET; the means used include websites and e-mail. E-government has been linked to efforts to change or reform government in order to provide services to citizens, other governments, and the business community more efficiently and effectively. The federal government, all of the state governments, and many cities and counties established a presence on the Internet by developing websites that provide information about their mission and how to obtain services. Many people have no idea how to reach various government agencies or even what services are available. Government websites provide much of this information to the public through on-line links to other government agencies and services. In many cases, government entities are able to streamline service provision for the general public and the business community as well. In 2000 the federal government established a gateway, or portal website, to provide the public with one central location for accessing information about federal government agencies and services. For example, consumers can print up a passport application, find a zip code, or obtain information about many government benefits. Businesses can file taxes electronically, learn about subcontracting opportunities, and report employee wages electronically. The federal government’s website can be accessed at http://www.firstgov.gov. In response to a presidential directive on improving e-government, the U.S. DEPARTMENT OF LABOR established a new website entitled GovBenefits.gov in 2002 that initially provided links to 55 programs. The site was intended to meet individual needs and to be userfriendly. After answering a set of questions, an individual will have a better idea as to his or her eligibility for various government benefits and programs. Most states and many local governments provide a variety of information on their websites. The virtual visitor can learn a great deal about a state’s history, culture, and laws, places to visit, the organizational structure of its government, and the services it provides. Typical services include information about business opportunities, taxes, EMPLOYMENT opportunities, and public health. Some state and local governments provide on-line forms and information to reduce waiting and travel time as well as time spent on telephone queries. For example, a government entity may provide information about how to obtain a copy of a birth or death certificate or a marriage license. The library system in one major city has experimented with an on-line pay research service to fill requests for information from other governments and from businesses. A West Coast county allows contractors to apply for permits on-line and then schedule an appointment with a building inspector. In one East Coast city, traffic violators can track their case on-line through all the stages of the legal process. E-mail links contribute to government responsiveness by allowing consumers to contact government officials with specific questions and concerns that may save multiple trips to a bricks-and-mortar facility. City and county websites vary from those with an extensive presence to those with minimal websites or no presence on the World Wide Web at all, but the trend is toward at least a minimal presence. Technology is changing the ways that citizens and the business community interact with government in other respects. Some communities provide on-line coverage of government meetings, either live or through archives, so citizens can “watch” a meeting from the comfort of their own homes or at their convenience. A few high schools and many colleges offer “virtual” classes where students never meet their teachers face to face. A traffic court goes paperless, and offenders can track each step of their cases on-line. Some communities are integrating a mapping and data-analysis technique known as geographic information system (GIS) with the Internet. In one community, citizens can use GIS to report the exact location of a pothole. In other communities, economic development offices are using GIS to provide information to businesses searching for new locations. In the spirit of open government, one southern city that has placed cameras at busy intersections makes specific information about camera placement available on its website. A number of states are at various stages of changing from a paper to an on-line procurement process (e-procurement). E-government also provides new opportunities for businesses to establish partnerships with government entities by contracting for technology-related services. For example, the U.S. Postal Service contracted with several private companies to upgrade its hardware and software as it moved toward Web-based services. New problems have developed along with the new technology. One key concern is how to balance the needs for national security and the free flow of information in a democratic society. In an effort to make government more “customer-friendly,” federal and state government agencies provided public access to an enormous amount of information on topics as varied as nuclear power plants, chemical site security, pipeline mapping, and crop dusters. Following the terrorist attacks of September 11, 2001, government agencies began to reexamine what information was made available to the public through the Internet and other means, including via federal FREEDOM OF INFORMATION ACT requests. Subsequently, federal and state officials removed some information from the Internet that was deemed too sensitive and subject to abuse by terrorists. To what extent limits should be placed on public access to information about government is a subject for debate in the political arena. A second concern is how to ensure the security of a website. Staying a step ahead of hackers who maliciously attack and damage websites for fun or for profit is a challenge for experts in computer security in both the public and the private sectors. Computer-savvy criminals may hack into websites to gather data that will allow them access to personal finances and to engage in identity theft. Hackers have breached thousands of computer systems around the world, including many government websites. A terrorist attack on the nation’s computer network would have serious ramifications for government operations and for the economy. Security experts use a variety of mechanisms to keep hackers from gaining access to data stored on computers, including firewalls, secure configuration of software, keeping security patches up to date, and designing “trust relationships” that prevent hackers who break into a system from accessing all the computers in a network (i.e., someone using a computer in the network must provide proof of identity in order to access other computers). Hackers also gain access to computer systems through social engineering—i.e., by tricking people into giving them their usernames and passwords. Experts agree that one of the best ways to prevent social engineering is by educating computer users to exercise care in giving out such information. Another security issue is related to transmission of data over the Internet, where it is readily accessible. Security experts recommend encryption of sensitive data so that it will be meaningless gibberish to those who are not authorized to use it, although hackers may develop new computer programs to gain access. A related concern is maintaining the PRIVACY of personal data that may be available through the Internet and electronic records. A wide variety of information about clients, citizens, and government employees exists in both paper and electronic form. A widespread belief in the right to privacy exists in the society at large, buttressed by laws and court decisions. Many citizens object when government agencies gather personal data and fear that it will be misused by both government entities and by the private sector if they obtain this information. However, government agencies seeking to prevent terrorism may need to share data in order to better coordinate their activities. Maintaining confidentiality and ensuring appropriate safeguards of such data while at the same time allowing public officials access to the information needed for homeland security and national defense is difficult. Governments may also have a legitimate need for client data in order to determine what services a particular client is receiving from other agencies. For example, a county in an eastcoast state purchased a program that allows it to track homeless people and lets social workers determine which benefits clients are receiving without contacting each separate service provider. They encrypted the data to maintain confidentiality. A different kind of concern centers on the growing divide between those people who have Internet access and those who do not. Lower-income persons are less likely to have home computers. Some state and local governments have addressed this problem by providing more computers in places like libraries and shopping malls. Sometimes joining with partners in the private sector, government initiatives have made more computers available to schools in poorer communities. However, the cost of providing and maintaining technology is a problem when the economy slows and there are more demands on limited dollars. E-government has its limitations. In and of itself it will not solve all the problems inherent in service delivery. But ultimately it may change the way governments operate. New issues arise along with the new technology. For example, as governments become paperless, public officials must determine what records have to be retained under federal and state laws. Questions will be raised about what should be saved for the historical record as well. Another issue that may arise is that of increased citizen participation in government. Governments are already subject to many demands from a wide range of interest groups and from the general public. As government becomes more “user-friendly,” the public may find it easier to understand how it operates and to access more specific information about how government spends the public’s money. Government officials may find themselves responding to a new set of constituents who will closely question the day-today operations of government organizations. A challenge for governments at all levels will be how to best use new and changing technology to coordinate and maximize service provision.