Citizen-Government Interactions

Understanding Governments and Citizens On-line: Learning from E-commerce

Economists studying commercial activity on-line argue that the most significant difference between on-line and off-line commerce is the ability of firms to ‘know who your customers are and treat them differently’ (Vulkan 2006), customizing prices and offerings. This difference comes from the huge amount of data generated by on-line transactions, in terms of historical records, usage statistics and real-time data. Yet in political life, governmental organizations and political parties have been far slower to use such data to improve their service offerings and devise innovative policy interventions, such as differential pricing and personalized information provision.

The Tools of Government in the Digital Age

Book-Tools-of-Government

A book by Professor Christopher C. Hood (Oxford) and Professor Helen Margetts (Oxford).

Has been published by Palgrave Macmillan on 20th July 2007 (order details).

Governing from the Centre? Comparing the Nodality of Digital Governments

by Tobias Escher (UCL School of Public Policy), Helen Margetts (UCL and Oxford Internet Institute),
Ingemar J. Cox (UCL Computer Science) and Vaclav Petricek (UCL Computer Science)

This paper has been presented at the Annual Meeting of the American Political Science Association (APSA) in Philadelphia (31. August - 4. September 2006).

The Web Structure of E-Government - Developing a Methodology for Quantitative Evaluation

by Vaclav Petricek (UCL Computer Science), Tobias Escher (UCL School of Public Policy),
Ingemar J. Cox (UCL Computer Science) and Helen Margetts (UCL and Oxford Internet Institute)

This paper has been presented at the E-Applications Track of the 15th International World Wide Web Conference in Edinburgh (23rd - 26th May 2006) and is also being published in the conference proceedings.

Citizen Redress: What citizens can do if things go wrong with public services

logo-National Audit Office

We were commissioned by the UK National Audit Office to produce a value for money report on the range and scale of redress options for citizens when things go wrong with public services. This report looks at redress across government as a whole, and covers the handling of administrative complaints, appeals, tribunals, Ombudsmen services, and compensation arrangements.

Difficult Forms: How government agencies interact with citizens

We were commissioned by the UK National Audit Office to produce a value for money report looking at the design and ease of use of government administrative forms that are commonly filled in by citizens. Full report can be downloaded here plus supplementary material from focus groups and a government-wide census of forms.

Guidance and tips for people working in government departments and public sector agencies with responsibility for forms filled in by customers or citizens, see file below:

Cultural Barriers to E-Government

by Professor Helen Margetts (UCL) and Professor Patrick Dunleavy (LSE)

Published by the National Audit Office 4th April 2002 (HC 704-III) in conjunction with the Value for Money report 'Better Public Services Through E-Government' (HC 704) www.nao.gov.uk/publications/nao_reports/index.htm

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