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

Stephen King, Sarah Cotterill

    Research output: Contribution to journalArticlepeer-review

    Abstract

    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.
    Original languageEnglish
    Pages (from-to)333-354
    Number of pages21
    JournalLocal Government Studies
    Volume33
    Issue number3
    DOIs
    Publication statusPublished - Jun 2007

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