Table of Contents

Executive Summary .....................................................................................................Introduction ...............................................................................................................Findings: Current Experience ...................................................................................Findings: What Customers Want ..............................................................................Time for Reform ........................................................................................................Issues .......................................................................................................................Conclusion ................................................................................................................Chapter 1 The Current Experience Decision by Default .............................................Serving the Public .....................................................................................................The Least Familiar: Average Citizens ......................................................................People Don't Know What We Do ..............................................................................The Web Isn't For Everyone .....................................................................................People Need to Go Through One .............................................................................Interest is High ..........................................................................................................Too Hard to Understand ...........................................................................................Somewhat Familiar: Energy Professionals ..............................................................A Broken Connection ................................................................................................State Infrastructure is Weak .....................................................................................Clear Benefits ...........................................................................................................Confusion, Inefficiency ..............................................................................................Most Familiar: Our Neighbors ...................................................................................Resentment ..............................................................................................................Mistrust .....................................................................................................................What public interest? ................................................................................................What Our Employees Think ......................................................................................Status Quo Benchmarking ........................................................................................Conclusion ................................................................................................................Findings: Current Experience ...................................................................................Findings: What Customers Want ..............................................................................Time for Reform ........................................................................................................Chapter 2 Literature Review ........................................................................................An Outside Perspective ............................................................................................Literature Review ......................................................................................................Society is "Over-Communicated" ..............................................................................The Paradoxes .........................................................................................................Complaints ................................................................................................................The Unhealthy Organization .....................................................................................Old Systems .............................................................................................................