(TXT) Preface and Introduction
 (TXT) Chapter 1 Cutting Red Tape
 (TXT) Chapter 2 Putting Customers First
 (TXT) Chapter 3 Empowering Employees To Get Results
 (TXT) Chapter 4 Cutting Back To Basics
 (TXT) Conclusion
 (TXT) Endnotes
 (TXT) Appendix A Major Recommendations By Agency
 (TXT) Appendix B Summary of Savings
 (TXT) Appendix C Major Recommendations Affecting Governmental Systems