Digital governance : new technologies for improving public service and participation (Book, 2012) []
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Digital governance : new technologies for improving public service and participation

Author: Michael E Milakovich
Publisher: New York : Routledge, 2012.
Edition/Format:   Print book : EnglishView all editions and formats
And Conclusions P.108

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Genre/Form: Electronic government information
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Michael E Milakovich
ISBN: 9780415891431 0415891434 9780415891448 0415891442
OCLC Number: 668196992
Description: xx, 351 pages : illustrations ; 24 cm
Contents: Machine generated contents note: pt. I Introduction and Overview: From Formal Bureaucracy to Digital Democracy --
1. Transition from Electronic Government to Digital Governance --
New Media Technology and Public Administration --
Emergence of Electronic Government --
Transition from Electronic Government to Digital Governance --
Benefits of Digital Governance --
About the Book --
Key Terms --
pt. II Politics: Transforming Democracy and Bureaucracy --
2. From Representative to Digital Democracy: Using the Internet to Increase Citizen Participation in Governance --
Democracy, Elitism and Citizen Participation --
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 --
3. 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 Pinal Remarks --
Key Terms --
4. 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 --
Malcolm Baldrige National Quality Award (BNQA) --
Summary and Conclusions --
Key Terms --
pt. III Administration: Implementing Online Digital Governance --
5. 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 --
6. 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 --
7. 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 Govemment-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 --
pt. IV Globalization and Interactive Citizenship --
8. Global Inventory of Digital Governance Practices --
Global Differences by Region --
Regional Differences in Participation --
E-Government Readiness Rankings --
Conclusions and Future Directions --
Key Terms --
9. 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 --
10. 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.
Responsibility: Michael E. Milakovich.


And Conclusions P.108


Editorial reviews

Publisher Synopsis

"Digital Governance is an important text for students of e-Government. Timely, thorough and intelligent. It fills a big gap in the literature for teaching texts."-Stuart W. Shulman, Founder & CEO, Read more...

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