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Technology and Transformation in Government
Abstract
The relation between technology and transformation is not as straightforward as might appear at first sight (Williams & Edge, 1996), for at least two reasons. First, the clamor for transformation and reform was first heard in the beginning of the 1990s (Osborne & Gaebler, 1992) without technology playing a role. Rather, the focus was on organizational and managerial changes, in particular focusing on establishing customer orientation and use of market-type mechanisms (Guy Peters, 1996; Hood, 1991; Pollitt, van Thiel, & Homburg, 2007), that later blended with the emergence of new technologies. Second, e-government practices throughout the world display a huge variety of forms, shapes and effects that are not easily attributed to technology alone. In the national policies of the United Kingdom and the United States, for instance, the focus is on achieving one-stop service shops that enable transactions with citizens on the basis of clearly defined “service themes” (Chadwick & May, 2003). At municipal levels in Sweden, on the other hand, e-government takes the form of electronic interactions between municipal commissioners and citizens, in such a way that citizens can watch video broadcasts of city council meetings, and can submit questions to commissioners during the half-way break (Grönlund, 2003).
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