As citizens become more “web-savy”, their expectations are changing. They have greater expectations for fully seamless and completely anonymous service options which secure their information and protect their privacy. These changes put pressure on SNB to understand and respond appropriately. SNB has in place mechanisms to maintain contact with the citizenry through its SQS methods. In general, these methods have allowed SNB to focus on general services and features. However, these same methods are being employed to collect perspectives about the more complex issues such as security and privacy. SNB is then able to reflect these needs back through existing systems and forward into new systems through appropriate policy, management, and technology strategies. Understanding the cost of those responses and integrating them into both current service agreements and future agreements is also done to ensure that the balance of value and sustainability continues.