From: Bernard Robertson-Dunn <brd@netinfo.com.au>

- There is a perceived need for vendor independence. This includes
  application development methodologies, programming paradigms, products
  and architectures.

- Organisation have changed from steep hierarchies to flattened
  hierarchies

- Network management is replacing vertical management

- There is a change to team based management

- The customer should have a single point of contact for all business
  with the organisation

- The customer should deal with the same person over multiple contacts.

- The user will perform as much processing as possible during customer
  contact time

- The time required to complete the work will be minimised

- There is a need for empowerment of staff and audit trail of actions

- Multi-skilled and multi-function teams need access to multiple
  applications

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