New technology, when introduced without thought, can impact negatively on the overall delivery of public services. If, for example, the public's expectations are raised through developing interactive websites thus creating increased demand or levels of enquiries which are unable to be serviced.

Prior to new systems being introduced staff need to be prepared, the impact on services analysed and planned for and pre-emptive measures tackled to meet new demand. There must be adequate measures to deal with change management, with key partners involved as members of a partnership board working on the basis of mutual trust and benefit to deliver success.