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The Newcastle University research output collection, currently available on ePrints, will shortly be moving to a new open repository platform, Figshare. To prepare for the data migration we have paused adding new content to ePrints, and will resume once the new repository is launched. During this time you will continue to have access to ePrints (but no new content will appear). We will share updates here when available.

Customer focus in UK e-government: Or, putting the politics back into e-government

Lookup NU author(s): James Cornford, Dr Paul RichterORCiD

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Abstract

The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other aspects. It is hypothesises that this effect may lie behind the failure of half a decade of IT-enabled change in public services to improve ‘customer satisfaction’. Remedying this situation, it is suggested, will require a re-examinaiton of the model of the customer which underpins customer service as it has been adopted by public service organisations.

Publication metadata

Author(s): Cornford J, Richter P

Publication type: Article

Publication status: Published

Journal: International Journal of Business Science and Applied Management

Year: 2007

Volume: 2

Issue: 1

Pages: 34-46

ISSN (electronic): 1753-0296

Publisher: International Journal of Business Science and Applied Management

URL: http://www.business-and-management.org/library/2007/2_1--34-46,Cornford,Richter.pdf

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