And, in an effort to become more service-oriented, government organizations are having to overcome challenges such as legacy systems and disconnected applications that lack the power or flexibility to deliver a truly consumer-friendly experience.

FORBES: Not Your Father's Government

For organizations not so service-oriented, attempts to detach processes from IT systems may be as painful as ripping off a fresh bandage.

FORBES: Cloud Computing: Nine Questions to Ask Before Casting Your Servers Aside

What used to be a high-touch (and high cost) unit in many organizations has now become automated, outsourced, and oriented towards self-service.

FORBES: What Happened to Human Resources?