The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

For general enquiries email

Click here to see other Scholarly Electronic Journals published by API
For a range of research text books on this and complimentary topics visit the Academic Bookshop

Information about the European Conference on Digital Government is available here

Journal Issue
Volume 2 Issue 3 / Sep 2004  pp147‑218

Editor: Frank Bannister

Download PDF (free)

The e‑Citizen as talk, as text and as technology: CRM and e‑Government  pp147‑158

Paul Richter, James Cornford, Ian McLoughlin

Look inside Download PDF (free)


Public service transformation in the UK is being carried out in the name of the citizen and these changes — specifically those labelled as 'e‑Government' — bring with them the prospect of a significant shift in the nature of the relationship between government and its citizens. Of particular interest is the notion of the e‑Citizen, set against a contemporary public management backdrop featuring customer‑centric discoursesmetaphors, organisational transformation and ICT‑intensive 'private‑sector' business solutions. This paper focuses on a pilot study concerned with exploring the nature and role of socio‑technical and discursive factors which may be implicated in the 'shaping' of the e‑Citizen around the introduction of 'customer relationship management' (CRM) systems at a local government level. The research design draws on 'social shaping of technology' approaches and emphasises the significance of discursive events in these shaping processes. Preliminary findings suggest that citizen‑users of the new face to face access channel within local e‑government are being configured primarily as 'customers' which we suggest has significant implications for the traditional relationship between individuals and the institutions of government. 


Keywords: e-government, citizen, customer service, discourse, technology


Share |
Communication and Culture: Designing a Knowledge‑enabled Environment to Effect Local Government Reform  pp159‑168

Vivien Reid, Barbara Bardzki, Stephen McNamee

Look inside Download PDF (free)

The Risk of e‑Voting  pp169‑178

Thomas W. Lauer

Look inside Download PDF (free)

Ethical Problems for e‑Government: An Evaluative Framework  pp179‑188

Hilary Mullen, David Sanford Horner

Look inside Download PDF (free)

A Framework for Experience Management in e‑Government: The Pellucid Project  pp189‑198

Simon Lambert, Alvaro Arenas, Sabine Delaitre

Look inside Download PDF (free)

e‑Citizens : Blogging as Democratic Practice Associate Professor  pp199‑210

Mary Griffiths

Look inside Download PDF (free)

The Role of Vendor Qualifications in Developing Digital Literacy for the Information Society  pp211‑218

Jenny Gilbert

Look inside Download PDF (free)