The use of customer service ideas in government continues to be widespread although the concept and its implications for public sector service production and delivery remain poorly developed. The paper presents a series of paradoxes related to customer service and its use in government. The central and most troubling paradox is that customer service… (More)
was established with support from the National Science Foundation to build international research capacity at the intersection of information technology, governance, and organization. A primary goal of the Center is the application and extension of the social and applied social sciences to strengthen digital government research. For more information… (More)
The views expressed in the KSG Faculty Research Working Paper Series are those of the author(s) and do not necessarily reflect those of the John F. Kennedy School of Government or Harvard University. All works posted here are owned and copyrighted by the author(s). Papers may be downloaded for personal use only. established with support from the National… (More)
contributed to the literature review that forms a part of this chapter. Robin McKinnon carried out the primary research and writing of the Grants.gov case study. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author and do not necessarily reflect the views of the National Science Foundation.
Technology enactment, an analytical framework that focuses on the processes by which new information and communication technologies come to be used by organizational actors, is distinctly institutional in orientation. An institutional perspective provides a challenge to researchers to integrate attention to structure, politics, and policy into studies of… (More)
Any opinions, findings, and conclusions or recommendations expressed in this paper are those of the author and do not necessarily reflect the views of the National Science Foundation.
For the first time in history, women have the opportunity to play a major and visible role in a social transformation of potentially monumental proportions. The extensive reach and penetration of information technology into virtually every area of society creates enormous opportunities for women. But women's lack of representation in IT design roles may… (More)
Over the course of the twentieth century, American government took on its present bureaucratic form through a series of negotiations and political processes. It seems logical to assume—and recent evidence suggests—that this structure of government will change as policy makers and public managers use the Internet and other new information technologies to… (More)
U.S. citizens participate directly in rulemaking---a deliberate agenda-setting process designed to elicit, sort, and clarify fact and opinion from a wide variety of interested parties. The rulemaking process offers a directness and scope for public participation unavailable in other policy-making processes .