Haha - did you just say that I'd make a great Deputy CTO? I think some of my techie colleagues would have quite the chuckle at that! If I were to get into that position though, I can tell you that I'd know enough that I'd hire some REALLY smart engineers to help me develop that roadmap and identify other talented engineers from the right schools. One of the first things that I'd do though is get someone from Ritz-Carlton or Disney to come in and talk with us so that we can learn more about how they've created this sort of culture across all of their properties across the world. I'd then start down the same path they traveled - reinforcing the absolute need for better customer service in everything the government does, and how technology can help us achieve that.