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The Internet has the potential to transform municipal services and dramatically improve customer service--particularly if government agencies and departments are willing to look beyond traditional, "silo"-based service-delivery models. Unless we are willing to explore new Internet service delivery-models, we will lose an opportunity to meet the dual goals of improving customer service and helping contain the cost of providing services online. While most municipalities have implemented Web sites to communicate information to citizens--and even, in some cases, to receive information back from the public interactively--governments have only ...