Web-based services for the public raise some questions regarding the interaction between technology and social contexts in the public sector: Can the internet be harnessed to affect the flow of information from bureaucracy to the citizenry, making it two way rather than one? Are internet services just for yuppies? Will such services be just in English? Should public services on the internet expect to change linguistically, organizationally, conceptually, in response to the audiences they expect to serve? This paper, in an attempt to address such questions, presents a case study, about the web site of The Israeli Citizen Advice Bureau, a government agency that provides the public with information about rights, social benefits, government services, and civil obligations.
Tractinsky, Noam; Rafaeli, Sheizaf; and Pliskin, Nava, "Lessons from Implementation of a Web Site for the Israeli Citizen's Advice Bureau" (1998). AMCIS 1998 Proceedings. 36.