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E‐Government and the Transformation of Service Delivery and Citizen Attitudes
Author(s) -
West Darrell M.
Publication year - 2004
Publication title -
public administration review
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.721
H-Index - 139
eISSN - 1540-6210
pISSN - 0033-3352
DOI - 10.1111/j.1540-6210.2004.00343.x
Subject(s) - outreach , government (linguistics) , public relations , service delivery framework , democracy , public service , public sector , politics , business , public administration , public opinion , service (business) , political science , marketing , law , linguistics , philosophy
The impact of new technology on public‐sector service delivery and citizens' attitudes about government has long been debated by political observers. This article assesses the consequences ofe‐government for service delivery, democratic responsiveness, and public attitudes over the last three years. Research examines the content of e‐government to investigate whether it is taking advantage of the interactive features of the World Wide Web to improve service delivery, democratic responsiveness, and public outreach. In addition, a national public opinion survey examines the ability of e‐government to influence citizens' views about government and their confidence in the effectiveness of service delivery. Using both Web site content as well as public assessments, I argue that, in some respects, the e‐government revolution has fallen short of its potential to transform service delivery and public trust in government. It does, however, have the possibility of enhancing democratic responsiveness and boosting beliefs that government is effective.