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- W1596312879 abstract "The UK's E-Government agenda was found on the principles of improving thequality of services offered to the public by Central and Local Government. Thiswould be made possible through various national projects. Most notable were theuse of Customer Relationship Management (CRM) and Community Informaticsinvolving the use of public libraries and outreach workers. However there isgrowing fear on the emergence of inequalities between the information rich andinformation poor termed the 'digital divide'. This has prompted the subject ofresearch - to explore the reality of e-government in reducing social exclusion.Both qualitative and quantitative research techniques are used to this end.Analysis is made on the use of CRM in 27 Local Authorities including a detailedcase study at Newham Council and a public survey in Salford. Universal accessand social inclusion is tackled through the analysis of public libraries in Salfordoffering ICT services. In addition the effects of free ICT courses organised bySalford City Council on a number of community groups was included in thesurvey. The findings confirm the widespread use of CRM and reveal a series ofbarriers to its success. These include a lack of skilled CRM staff, inefficiencies inchannel management, high emphasis on technology, and low levels of ICT usage.Results from the public library survey also revealed some barriers. Inadequatestaffing levels, inappropriate training, and lack of IT support were all identified.In addition the library failed to attract novices and new users. The evaluation ofCommunity Informatics in Salford showed the problems faced by outreachworkers. As well as providing some academic research in a field lackingrepresentation in IS research (due largely to recent emergence), the thesis alsocontributes to E-Government practice by, highlighting issues often over lookedin its implementation, addressing its failures, and providing some reasoning onthe current situation." @default.
- W1596312879 created "2016-06-24" @default.
- W1596312879 creator A5080488567 @default.
- W1596312879 date "2003-01-01" @default.
- W1596312879 modified "2023-09-25" @default.
- W1596312879 title "Electronic government, information communication technologies and social inclusion" @default.
- W1596312879 hasPublicationYear "2003" @default.
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