eGovernment made great promises, but failed to deliver on the most critical one: improving service delivery for constituents. Only with the implementation of collaborative case management processes and technologies, will government agencies around the world be able to simplify, streamline, and automate complex information workflows that have curtailed the effective delivery of services. This White Paper outlines a collaborative case management framework based on record, business process, collaboration, and content management technologies that will help government manage workflows and share structured and unstructured data to generate benefits in terms of effectiveness, efficiency, and compliance of services.