Don Lenihan-Crossing Boundaries

The obstacles to real service transformation have turned out to be numerous and hugely difficult to overcome. While some progress has been made, the hard truth is that this kind of integration has proved far more difficult than anyone realized a decade ago.

Information technologies that make government services more seamless have proved a catalyst for a huge and ongoing debate that covers the entire spectrum of government activity, from operations to policy to governance. Much of it revolves around what we call "the machinery problem."