ABSTRACT
Information technology has the potential to radically transform the way public agencies do their business. Enterprise resource planning (ERP), business process reengineering (BPR), and customer relations management (CRM) are most important developments in the IT industry affecting government and business that emerged during the 1990s. All three promise to revolutionize the way that public and private organizations operate by increasing the efficiency and effectiveness of their work processes. ERP is a rather ugly name for a suite of software programs that promises to integrate all "back office" operations such as accounting, finance, human resources, and specialized transaction processing systems by allowing cross-functional sharing of data. BPR is a management philosophy that advocates radical changes in the ways that private and public organizations do their business with information technology being viewed as the primary enabler of change. CRM technologies and software help agencies organize and manage their relationships with citizens through data collection, analysis, and call routing features.
