Transformational government? The role of information technology in delivering citizen-centric local public services

被引:100
作者
King, Stephen [1 ]
Cotterill, Sarah [1 ]
机构
[1] Univ Leeds, Sch Business, Leeds LS2 9JT, W Yorkshire, England
关键词
D O I
10.1080/03003930701289430
中图分类号
TU98 [区域规划、城乡规划];
学科分类号
0814 ; 082803 ; 0833 ;
摘要
Following on from. five years of electronic government', the Labour Government has recently announced a new five year plan for 'transformational government'. Like its predecessor, t-government emphasises the important role of information technology in enabling the delivery of modernised public services. Modernisation is defined as an increasing emphasis on citizen choice, personalisation of services and understanding and responding to service user needs. This paper explores the appropriateness of the t-government agenda by drawing upon lessons learned from the preceding e-government era. Arguably the most significant citizen-focused technology of the e-government era was customer relationship management. The potential of CRM to support service transformation is explored and co-production, an alternative approach to citizen-centric service design, is examined both as a way of addressing weaknesses in IT-enabled service transformation and as a candidate later stage in the evolution of citizen-centric local public services.
引用
收藏
页码:333 / 354
页数:22
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