Heard an interesting story yesterday from one council which has decided to move away from email to web based forms. They discovered on person (er, one of the managers actually) who had over 600 unanswered emails in their virtual in tray.

So rather than having emails bouncing around the council, the public will interact via web based forms. These dump their data into a database and are managed in a different way.

One side effect of this is that it will also cut down the amount of spam.