(This document requires the use of Adobe Acrobat Reader). by Michael Blakemore, February 2007, Version 2.0. Prepared for the eGovernment unit, DG Information Society and Media, European Commission. "This paper explores the paradoxes between service delivery expectations from the public and private sectors, in particular examining some of the contradictions of service quality and organisational change using the low-fare airline business as a metaphor..."

(This document requires the use of Adobe Acrobat Reader). by Neil McDonald, Michael Blakemore and Johnny Kelleher, Version No. 1.0. Prepared for the eGovernment unit, DG Information Society and Media, European Commission. This paper acts as a background briefing paper to the discussions that will take place at the Aarhus Workshop, 21-22 June 2007. "... The cc:eGov project was asked to look at the relationship between organisational change and the delivery of citizen-centric eGovernment services. What was a seemingly simple proposition has led us to examine the nature of organisational change, the meaning of citizen-centricity, and the complex policy and organisational scenarios that come under the broad heading of 'transformational government'..."

(This document requires the use of Adobe Acrobat Reader). by Neil McDonald, Birmingham, England, 24th October 2006. Version No. 5.0. Prepared for the eGovernment unit, DG Information Society and Media, European Commission. "Treating citizens as customers has benefits to both sides of the citizen-government interaction is a commonplace theme, underpinned by a series of implicit and explicit assumptions, many linked to issues surrounding the benefits of importing practice from the private sector. This paper invites reflection on the extent to which citizens (or recipients or beneficiaries of public services) can benefit from being regarded, by service-providers, as ‘customers’ rather than ‘citizens’. The key question under consideration is: What benefits might such an approach bring about, what evidence is there of its effectiveness, and what practical examples are available to learn from in this area? Here, we are looking in particular at the definitions and characteristics of being customer and being citizens..."

(This document requires the use of Adobe Acrobat Reader). by Frank Wilson, 24th October 2006, Version No. 5.0. Prepared for the eGovernment unit, DG Information Society and Media, European Commission. "This report is aimed at planners concerned with deployment of eGovernment solutions, and addresses technology and its relation to 'organisations, citizens and governance'. In particular this report aims to emphasise the ways in which technologies are being consumed by citizens, and are being 'reproduced' by organisations in the delivery of their services. We look at how technology assists or hinders service and relationship opportunities, focusing the relationship between technology, organisations, governance and citizen involvement. Concluding remarks note the challenges for eGovernment in the context of rapid technological convergence..."

(This document requires the use of Adobe Acrobat Reader). by Michael Blakemore, Brussels, Belgium, 24th October 2006, Version No. 5.0. Prepared for the eGovernment unit, DG Information Society and Media, European Commission. "This paper sets out to provide an overview of issues that surround the general 'citizen as customer'. It does so in the context of general themes that occur in policy and research, and these themes are presented as 'myths'. The term 'myth' is used as defined by Vincent Mosco. He notes that myths are more seen as paradigms, or prevailing themes. They are never to be regarded as ‘true or false’, but are ‘alive or dead’, and they will be explored iteratively during this project..."