Digital Governance: New Technologies for Improving Public Service and Participation

by Milakovich; Michael

• ISBN13: 9780415891448
• ISBN10: 0415891442
• Edition: 1st
• Format: Nonspecific Binding
• Copyright: 2011-09-27
• Publisher: Routledge

Summary

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.

Author Biography

Michael E. Milakovich is Professor of Political Science and International Studies at the University of Miami, Coral Gables, Florida.

Table of Contents

List of Figures	p. xi
List of Tables	p. xii
List of Boxes	p. xiii
Preface	p. xiv
Acknowledgments	p. xix
Introduction and Overview: From Formal Bureaucracy to Digital Democracy	p. 1
The Transition from Electronic Government to Digital Governance	p. 3
New Media Technology and Public Administration	p. 5
The Emergence of Electronic Government	p. 9
The Transition from Electronic Government to Digital Governance	p. 14
The Benefits of Digital Governance	p. 18
About the Book	p. 23
Key Terms	p. 24
Politics: Transforming Democracy and Bureaucracy	p. 27
From Representative to Digital Democracy: Using the Internet to Increase Citizen Participation in Governance	p. 29
Democracy, Elitism and Citizen Participation	p. 30
The Importance of Citizen Participation	p. 32
Development of the Internet and Political Participation	p. 36
Using the Internet to Increase Citizen Participation	p. 43
Online Participation and the Obama Administration	p. 49
Conclusions and Future Directions	p. 53
Key Terms	p. 55
Managing Citizen-Centric Digital Governance	p. 57
Total Quality Management and Customer Relationship Management (CRM)	p. 57
Defining Customer Relationship Management and Digital Government	p. 62
Citizen Relationship Management (CzRM) and Digital Governance	p. 66
Ranking Countries According to E-Government Maturity and CRM	p. 71
Current Situation: How CRM is Used to Implement Digital Governance	p. 77
Implications for Citizens and Citizenship	p. 78
Conclusions and Final Remarks	p. 83
Key Terms	p. 85
Virtual Learning: Using the Internet for Education, Training and Quality Improvement	p. 86
Improving the Quality of Web-Based Education and Training	p. 88
Defining and Funding High-Quality Virtual Education	p. 92
Acceptance of Virtual Learning Environments	p. 94
Rewarding Quality Improvement	p. 99
International Quality Awards, Charters, Prizes and Standards	p. 102
The Malcolm Baldrige National Quality Award (BNQA)	p. 105
Summary and Conclusions	p. 108
Key Terms	p. 109
Administration: Implementing Online Digital Governance	p. 111
Accountability and Equality of Access: Balancing Political Responsiveness with Administrative Effectiveness	p. 113
Applying Customer Service Standards to Government	p. 115
Reinvention, Reform and Results	p. 121
ICTs and the Empowerment of Women and Minorities	p. 124
Lessons from the Private Sector: Do They Apply to the Public Sector?	p. 127
Conclusion: Balancing Administrative Effectiveness with Political Accountability	p. 133
Key Terms	p. 135
Advancing Digital Governance and Performance Management	p. 136
Legislation and Regulations to Improve Performance and Security	p. 137
Politics and Performance Management	p. 148
Assessing the Impact of Technology	p. 152
Conclusions: Has D-Gov Improved Public Sector Results?	p. 158
Key Terms	p. 162
Applying Digital Technologies to Improve Public Services	p. 163
Applying E-Commerce and Digital Technology to Improve Government-to-Government (G2G) Services	p. 164
Improving Government-to-Employee (G2E) Services	p. 172
Enhancing Government-to-Business (G2B) Relationships	p. 174
Government-to-Citizen (G2C) Services	p. 180
Constraints on Applying E-Commerce and Digital Technology to Government	p. 183
Information Technology Policies and the Obama Administration	p. 184
Conclusion: D-Government as a Means to Enhance Government Services	p. 186
Key Terms	p. 187
Globalization and Interactive Citizenship	p. 189
Global Inventory of Digital Governance Practices	p. 191
Global Differences by Region	p. 192
Regional Differences in Participation	p. 197
E-Government Readiness Rankings	p. 205
Conclusions and Future Directions	p. 212
Key Terms	p. 215
Globalization, Information Technology and Public Administration	p. 216
Differing Visions of Globalization, Technology and Trade	p. 218
Impact of Globalization on the U.S. Economy	p. 223
What is the Role of Public Administration?	p. 232
Models of Corporate Globalization: McDonalds, Starbucks or Wal-Mart?	p. 236
Conclusions: Current Situation and the Future: How Far Have We Reached and Where Are We Going?	p. 237
Key Terms	p. 239
Toward Digital Governance and Participatory Citizenship: Integrating Technology and Public Administration	p. 240
Chapter Summaries: Closing the Trust Deficit	p. 240
Recurring Themes	p. 246
Paradoxes in Politics and Participation	p. 253
Citizen Perceptions, Attitudes and Internet Use	p. 255
Future Implementation, Issues and Challenges	p. 257
Key Terms	p. 260
Appendices	p. 261
Glossary	p. 274
Notes	p. 306
Bibliography	p. 321
Index	p. 339
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