“…In a sense, this change in emphasis for governmental agencies is not surprising. From the early 1990s, through the methodology of business process reengineering, the private sector has ‘led the charge’ away from the traditional hierarchical structures imposed through a century of scientific management and functional thinking, towards an emphasis on creating processes that ‘cut across’ functional silos and deliver value to customers, and information technology plays a vital enabling role in these organizational transformations (Lyons, 1997). A number of approaches have assisted this migration, for example, methodologies such as six sigma, described as ‘total quality management (TQM) on steroids’, which provide outward‐looking tools, such as ‘voice of the customer’, that capture important objectives, and champion the requirements, of the end user (Stamatis, 2004).…”