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

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



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