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Power and organizational transformation through technology: hybrids of electronic government

Research output: Contribution to journalJournal article

Published

Journal publication date2009
JournalOrganization Studies
Journal number5
Volume30
Number of pages27
Pages461-487
Original languageEnglish

Abstract

This paper considers the UK Government's major modernization programme for local government and its aim to use technology to bring about a radical transformation in the delivery of public services by joining up hitherto separate service departments and focusing the organization of services around the citizen. Drawing upon empirical fieldwork in the North of England, the paper seeks to shed light on the realization and operation of modernization and considers the issues of power and hybridity involved in the emplacement of new organizational configurations (`front office' contact centres and `back office' service departments) to handle citizen inquiries.