Chapters in this book

1. Frontmatter i
2. Contents vii
3. Acknowledgments ix
4. Introduction 3
5. 1. Conceptual Framework 14
6. 2. The Government of Canada: Government On-Line and Citizen-Centred Service 37
7. 3. What Keeps a CIO Awake at Night? Evidence from the Ontario Government 69
8. 4. Beyond Bubble Gum and Goodwill: Integrating Service Delivery 102
9. 5. Citizen Relationship Management in Canadian Cities: Starting to Dial 311 137
10. 6. Mining the Nation’s Intellectual Capital: Knowledge Management in Government 155
11. 7. Moving Beyond Politics as Usual? Online Campaigning 183
12. 8. Making Political Connections: IT and Legislative Life 224
13. 9. E-Consultation: Technology at the Interface between Civil Society and Government 253
14. 10. Digital Leadership: The Human Face of IT 277
15. 11. Evolution or Revolution? E-Government in the United States 302
16. 12. Don’t Try This at Home: Lessons from England 325
17. 13. Is IT Transforming Government? Evidence and Lessons from Canada 355
18. References 385
19. Index 411