E-government was supposed to change the interactions between citizens and government. However, an analysis of e-government practices around the world shows that this transformation has not happened. In particular, governments have not significantly improved opportunities for public participation. Moreover, citizens prefer not to use the Internet in their interactions with government. Government contact centers accessible through a single, easy to remember three-digit number have been successful in the U.S. and around the world. They offer citizens a new form of participation and facilitate performance management, knowledge sharing and cross-boundary collaboration in government.