Gov 2.0 represents a shift towards more open, collaborative and cooperative government with open consultation, data, knowledge and respect for shared values. Technology enables this change by allowing anyone to hear information and provide input. This impacts contact centers by providing opportunities for transparency, openness with feedback, viewing service progress, and data sharing. Engagement also increases through social media, staff feedback forums, and continuous improvement discussions to better partner with the public. Expectations are changing as discussions happen publicly, so contact centers must view this as an opportunity to have two-way communication, open source information, and increase online engagement.