Document Type

Article

Abstract

E-technologies are increasingly being recognised as effective tools that can foster an environment of improved service, transparency and improved governance within the public sector. Today, access to information and communication technologies (ICTs) plays an essential role in economic and social development. As public interest in the Internet and e-technology solutions continues to grow, there is an increasing expectation that they will be utilised in national and local governments for more efficient supply and value chain management and for improving public access to information and services. E-technology has become a catalyst for enabling more effective government through better access to services and the democratic process. There is much debate over the roleand the value of e-service within public sector organizations.This paper examines the effectiveness of e-services within the public sector with a focus on four specific facets of effectiveness: the view of management and e-technology strategists; social, cultural and ethical implications; the implications of lack of access to e-technology infrastructure; and the customers’ (citizens’) view of the usefulness and success of e-service initiatives with reference to a case study of a local government eservice initiative within New Zealand.

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