Whether by design or default, information technology has become a critical component of the state government infrastructure. From the mid-1990s through the beginning of this century, states have moved aggressively to apply IT to streamline government and achieve cost savings and efficiencies in government operations. Driven by budget pressures, the expectations of a technology-savvy public, and a post-9/11 press for improvements in the sharing of information and intelligence, states have looked to IT to enhance the delivery of services to citizens.

Customers expect a vast array of on-line services that allow them to do government business with just a few clicks. Online services include electronic filing of state taxes, professional license renewal, license plate renewal, and business registration. Within the government agencies technology has improved the flow of information sharing across traditional boundaries, for instance, allowing a social services case manager the ability to see all of the services a client is receiving or allowing a law enforcement officer the ability to see criminal history data during a routine traffic stop. This flow of information improves decision-making, reduces duplication of services, and ultimately, provides better service to the customer.