Featuring "Live Help" on it's official Web site, Utah is the only state in the nation to offer around-the-clock, instant help. Users simply need to click on the "Live Help" icon at the top of any state Web page and they will be connectedly instantly to a human operator with whom they can have a real-time "chat."

"We're frequently asked questions about state symbols -- what's the Utah state bird, state flower, etc. School children from other states use Live Help as a jumping off point for their research on Utah," says Elizabeth Edwards, customer service manager for Utah.gov. "Of course," Edwards added, "we don't do their research for them; we simply direct them to the appropriate section of the portal. Still, they are very cute."

But Live Help is not just for homework. Some visitors to Utah.gov are in serious situations. "We've had questions from folks about to become homeless and who are looking for resources to help them find shelter," explains Dan Gallegos, call center manager. "We've even had Live Help users ask us about getting health insurance for a sick child. Live Help is truly a human interface between the community and the government."

Most of the live chats handled by Edwards, Gallegos and their staffs are from citizens trying to navigate the maze of state government, whether on their lunch break or during a bout of insomnia at 2 a.m. Most visitors to Utah.gov are simply looking for information on which state agency they need to contact for what service or they want to know how to perform a specific task -- like obtaining a duplicate vehicle title -- online.

"Technology is a powerful way for government to connect to its constituents," says Val Oveson, Utah's chief information officer. "And our goal is to put more and more of Utah government online, making it accessible twenty-four hours a day, seven days a week. But it's the Live Help that really cinches the deal for the community. Providing around-the-clock help is an absolutely essential component of online government."

After a Live Help session, visitors can submit a feedback form in which they rate the operator who aided them. Utah's Live Help operators routinely get ratings of "Very Good" and "Excellent" from visitors. "Our team is well-trained, and I'm proud of them," said Edwards.

In May the Utah.gov customer service team handled 794 live chats.