Even Accenture is at it, saying that the next wave of “leadingᾠ government agencies will deliver customerservice that builds an implicit trust between citizens and theirgovernment that goes beyond citizen satisfaction. The report also foundthat government agencies are creating increasingly local citizen touchpoints

Sounds about right. But then again, do we trust the banks any more now we can self serve? Not really. The critical thing is allowing feedback, listening to it and then acting on it. CF Mini-microsoft, which appears to have been a source of change within MS.