ABSTRACT
This chapter discusses the widespread integration of 311 multi-channel communication systems and will conclude by examining future trends and challenges with information technology and government. It provides a brief overview of how technology is organized at all levels of government and review some of the key types of internal applications governments use. The chapter examines the network and look in particular at network security and the government’s responsibilities in keeping information safe—including elections. It reviews the growth of the database and the growth of data— and their evolving applications, including visualization—and explores a discussion of how convergence and innovation benefit public managers in their quest to provide more effective and efficient services to their citizens. The chapter focuses on the technological advances that are allowing citizens to participate in government as well as the move toward digital services provided by public managers to better serve citizens.
