Local E-Government Partnerships

Literature Review

E-government is defined here as the use of computer technologies by government to transform the provision of services and information, improve internal organization, encourage citizen participation and promote sharing between partners. Implementing e-government has implications for all parts of local government. The issues which need to be thought about and addressed include: identifying the key areas for electronic service delivery; considering current and future demand by different stakeholders for access by telephone, face-to-face contact, website, mobile phone etc; re-engineering front-end and back-office systems; integration of different ICT systems; sharing data and services with partner organisations; and an understanding of citizen awareness, interest and access to e-government (Beynon-Davies, 2005). The potential benefits include improved services, cost savings on transactions with citizens, more efficient procurement, lucrative new markets for private vendors and better joining up of local government with other public sector partners (Fountain, 2001). Another benefit is that e-government can potentially “reinvigorate the democratic process and re-engage citizens positively in political life” (McCullagh, 2003 p149)

But local authorities face significant challenges in introducing e-government including coping with significant organizational change (Fountain, 2001), inequality of access to e-government among citizens (Jaeger and Thompson, 2004; Lee-Kelley and James, 2003), the need to build relations with the private sector (Margetts, 2003; Fountain, 2001) and the costs of introducing new technology. E-government projects aimed at citizens tend to offer access to services and information rather than an opportunity to participate or access information on council performance (Beynon-Davies and Martin, 2004). People are often treated as customers or users rather than citizens (Ho, 2002). King’s study of the implementation of customer relationship management (CRM) systems by local authorities indicates that there has been a focus on providing better access through a range of channels to the same existing range of services. The emphasis has been on resolving enquiries quickly and efficiently. Much less attention has been paid to organizational transformation or joining up across traditional silos (King, 2007). McNeal et al found that the involvement of state officials in professional networks was an indicator of e-government innovation, but that access to resources and citizen-related factors such as education level, voter turn-out and rate of internet use do not drive e-government implementation (McNeal et al. 2003). They conclude that e-government is largely an administrative reform, driven by officials seeking efficiency, rather than a mechanism for democratic participation.