Between 1994 and 1995 the Office of Regulatory and Management Assistance (ORMA) of New York State became interested in reengineering the processes whereby it interacted with the public. Specifically, the agency was having difficultly responding to phone inquiries for business permits automated voice response customer service system. ORMA approached the Center for Technology in Government (CTG), a research and development unit of New York State Government, requesting that such system be developed on a prototype basis and evacuated for feasibility.