Monday, March 9, 2009

Critically classifying: UK e-government website benchmarking and recasting the citizen as customer

Source:Information Systems Journal, Mar 2009
"In recent years, discussion of the provision of government services has paid particular attention to notions of customer choice and improved service delivery. However, there appears to be marked shift in the relationship between the citizen and the state moving from government being responsive to the needs of citizens to viewing citizens explicitly as customers. This paper argues that this change is being accelerated by government use of techniques like benchmarking, which have been widely used in the private sector. To illustrate this point, the paper focuses on the adoption of website benchmarking techniques by the public sector."