I know that e-government will help streamline and make efficient many government services. But it is not the most important factor. Before automating, Russia needs to do business process reengineering, and place much more emphasis on customer service. By dividing bureaucracy into a professionalized customer service, subject matter experts will be spared much of the bureaucratic burden, but will also not be the only ones involved in decision making process. The culture of customer service is practically non-existent in Russia, and will need to be developed from scratch. But without it, automate as you wish -- and it will result only in getting the same old forms onto computers, and the same old corrupt practices may end up staying in place.