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