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Government is all about information and service delivery. The World Wide Web, offering virtually unlimited access and almost instant feedback, seems perfectly suited for government work. By transcending time, place, and distance, the Web removes barriers that often hamper effective service. For these reasons, most government organizations are eager to use the Web to deliver services to citizens and to conduct internal business.

However, the Web abounds with examples of premature, ineffective attempts to take advantage of its power to communicate information. Developing a service delivery strategy that incorporates the World Wide Web is not simple, straightforward, or inexpensive.

Seven state and local agencies participated in a project to develop Web-based services for themselves, and developed a set of practical lessons about the WWW that would assist other public agencies to effectively use this powerful new medium.

The project resulted in a set of key management, technology, and policy lessons; six agency Web sites; and four practical tools available through the CTG Web site.