The e-Citizen as Talk, as Text and as Technology: CRM and e-Government
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Overview: The reform of public services is being carried out in the name of the citizen - but who exactly is this citizen? Ambitious and far-reaching attempts to transform public services - specifically those labeled as e-Government - bring with them the prospect of a significant shift in the nature of the relationship between government and its citizens. Of particular interest is the notion of the e-Citizen, set against contemporary public management backdrop featuring customer-centric discourses/metaphors, organizational transformation and ICT-intensive Private-sector business solutions. This paper focuses on pilot study concerned with exploring the nature and role of socio-technical and discursive factors.