Electronic government, information communication technologies and social inclusion

Laguda, WB

Abstract

The UK's E-Government agenda was found on the principles of improving the
quality of services offered to the public by Central and Local Government. This
would be made possible through various national projects. Most notable were the
use of Customer Relationship Management (CRM) and Community Informatics
involving the use of public libraries and outreach workers. However there is
growing fear on the emergence of inequalities between the information rich and
information poor termed the 'digital divide'. This has prompted the subject of
research - 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 detailed
case study at Newham Council and a public survey in Salford. Universal access
and social inclusion is tackled through the analysis of public libraries in Salford
offering ICT services. In addition the effects of free ICT courses organised by
Salford City Council on a number of community groups was included in the
survey. The findings confirm the widespread use of CRM and reveal a series of
barriers to its success. These include a lack of skilled CRM staff, inefficiencies in
channel management, high emphasis on technology, and low levels of ICT usage.
Results from the public library survey also revealed some barriers. Inadequate
staffing levels, inappropriate training, and lack of IT support were all identified.
In addition the library failed to attract novices and new users. The evaluation of
Community Informatics in Salford showed the problems faced by outreach
workers. As well as providing some academic research in a field lacking
representation in IS research (due largely to recent emergence), the thesis also
contributes to E-Government practice by, highlighting issues often over looked
in its implementation, addressing its failures, and providing some reasoning on
the current situation.

Citation

Laguda, W. Electronic government, information communication technologies and social inclusion. (Thesis). Salford : University of Salford

• Thesis Type: Thesis
• Deposit Date: Oct 3, 2012
• Award Date: Jan 1, 2003