Digital Governance New Technologies for Improving Public Service

ISBN-10: 0415891442

ISBN-13: 9780415891448

Edition: 2012

Authors: Michael E. Milakovich

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The application of digital information and communication technologies (ICTs) to reform governmental structures, politics, and public administration is widely and perhaps naively viewed as the twenty-first century "savior," the enlightened way to reinvigorate democracy and improve the quality of citizen services. In this timely and thorough analysis, Michael Milakovich examines the assumptions underlying the 'e-government revolution' in light of the financial exigencies facing many commercial enterprises, governments and other organizations. Computer-driven information and communications technologies are impacting all aspects of public sector service delivery worldwide and many governments are moving away from an agency-centric toward a more citizen-centric approach to offering online services.This book explores the transition from electronic government (e-gov) to digital or d-governance, emphasizing the importance of citizen participation and information technology to accomplish the change. The chapters concentrate on strategies for public administration organizational transformation and their implications for improved and measurable government performance. Digital self-governance is a broader umbrella-term referring to the networked extension of ICT relationships to include faster access to the web, mobile service delivery, networking, teleconferencing and use of multi-channel information technologies to accomplish higher-level two-way transactions. The shift from bureaucracy-centered to customer-centric service orientation is viewed as a means to restore public trust and improve service quality: Digital governance is the next step for governments at all levels to reduce costs, meet citizen expectations, and achieve economic recovery goals.
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Book details

List price: $50.95
Copyright year: 2012
Publisher: Routledge
Publication date: 9/27/2011
Binding: Paperback
Pages: 376
Size: 6.25" wide x 9.25" long x 0.75" tall
Weight: 1.430
Language: English

List of Figures
List of Tables
List of Boxes
Introduction and Overview: From Formal Bureaucracy to Digital Democracy
The Transition from Electronic Government to Digital Governance
New Media Technology and Public Administration
The Emergence of Electronic Government
The Transition from Electronic Government to Digital Governance
The Benefits of Digital Governance
About the Book
Key Terms
Politics: Transforming Democracy and Bureaucracy
From Representative to Digital Democracy: Using the Internet to Increase Citizen Participation in Governance
Democracy, Elitism and Citizen Participation
The Importance of Citizen Participation
Development of the Internet and Political Participation
Using the Internet to Increase Citizen Participation
Online Participation and the Obama Administration
Conclusions and Future Directions
Key Terms
Managing Citizen-Centric Digital Governance
Total Quality Management and Customer Relationship Management (CRM)
Defining Customer Relationship Management and Digital Government
Citizen Relationship Management (CzRM) and Digital Governance
Ranking Countries According to E-Government Maturity and CRM
Current Situation: How CRM is Used to Implement Digital Governance
Implications for Citizens and Citizenship
Conclusions and Final Remarks
Key Terms
Virtual Learning: Using the Internet for Education, Training and Quality Improvement
Improving the Quality of Web-Based Education and Training
Defining and Funding High-Quality Virtual Education
Acceptance of Virtual Learning Environments
Rewarding Quality Improvement
International Quality Awards, Charters, Prizes and Standards
The Malcolm Baldrige National Quality Award (BNQA)
Summary and Conclusions
Key Terms
Administration: Implementing Online Digital Governance
Accountability and Equality of Access: Balancing Political Responsiveness with Administrative Effectiveness
Applying Customer Service Standards to Government
Reinvention, Reform and Results
ICTs and the Empowerment of Women and Minorities
Lessons from the Private Sector: Do They Apply to the Public Sector?
Conclusion: Balancing Administrative Effectiveness with Political Accountability
Key Terms
Advancing Digital Governance and Performance Management
Legislation and Regulations to Improve Performance and Security
Politics and Performance Management
Assessing the Impact of Technology
Conclusions: Has D-Gov Improved Public Sector Results?
Key Terms
Applying Digital Technologies to Improve Public Services
Applying E-Commerce and Digital Technology to Improve Government-to-Government (G2G) Services
Improving Government-to-Employee (G2E) Services
Enhancing Government-to-Business (G2B) Relationships
Government-to-Citizen (G2C) Services
Constraints on Applying E-Commerce and Digital Technology to Government
Information Technology Policies and the Obama Administration
Conclusion: D-Government as a Means to Enhance Government Services
Key Terms
Globalization and Interactive Citizenship
Global Inventory of Digital Governance Practices
Global Differences by Region
Regional Differences in Participation
E-Government Readiness Rankings
Conclusions and Future Directions
Key Terms
Globalization, Information Technology and Public Administration
Differing Visions of Globalization, Technology and Trade
Impact of Globalization on the U.S. Economy
What is the Role of Public Administration?
Models of Corporate Globalization: McDonalds, Starbucks or Wal-Mart?
Conclusions: Current Situation and the Future: How Far Have We Reached and Where Are We Going?
Key Terms
Toward Digital Governance and Participatory Citizenship: Integrating Technology and Public Administration
Chapter Summaries: Closing the Trust Deficit
Recurring Themes
Paradoxes in Politics and Participation
Citizen Perceptions, Attitudes and Internet Use
Future Implementation, Issues and Challenges
Key Terms
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