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The advent of the Internet and its explosive growth over the last decade has created demand for this electronic channel as a service medium for government transactions. As Web users have become increasingly comfortable doing business online, they also have come to expect government agencies to provide services over the Internet. Progressive, customer-focused agencies are accepting this challenge.
One of the first public agencies to provide services online was the Motor Vehicle Division of the Arizona Department of Transportation. When the MVD began offering vehicle registration renewals electronically in 1997, it opened up a fast, convenient service delivery ...