(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