Empowerment through modernization not only improves service delivery, it minimizes risk and enhances security. But, government agencies face a number of hurdles that can dilute the benefits of investments in even the most innovative technologies. One top challenge is balancing the reality of shrinking budgets with the need to maintain and grow service levels. Similarly, constituents demand more from government—additional services, greater self-service options and the ability to interact with agencies in new ways, including through social media and mobile devices. At the same time, agencies are pressured to provide greater transparency about how they are fulfilling their missions and spending their budgets.