Increasing demands on public sector employees mean either worker harder or working smarter - or maybe both.  Well-designed software utilising the Internet for customer interaction can help the working smarter side.  Working harder maybe isn’t a great option - especially as the workforce is greying.  This recession will end, and when it does demographics are going to start working in favor of the labor force, as the number of younger workers starting to climb the ladder dwindles and councils face what could be big gaps in the talent pool. That should spell opportunity for better software, and better use of software.