Centre for Policy on Ageing



Customer relationship management and citizenship : technologies and identities in public services — [Choice or voice? The impact of consumerism on public services]
Author(s)	Paul Richter, James Cornford
Journal title	Social Policy & Society, vol 7, pt 2, April 2008
Pages	pp 211-220
Source	http://www.journals.cambridge.org/sps
Keywords	Services ; Information technology ; Consumer choice ; Participation.
Annotation	UK public services are characterised by a tension between a model of the service user as a customer of public services and a model which envisages the user as a citizen. Drawing on empirical work in one local authority, the authors argue that in this tension the model of the customer is bolstered by the availability of 'shrink wrapped' or 'black boxed' IT-based 'solutions', available under the rubric of Customer Relationship Management. It is argued that those who advocate the citizen perspective need to engage at this material and technological level if they are to be effective. This article is one of six in a themed section, 'Choice or voice? The impact of consumerism on public services' in this issue of Social Policy & Society. (KJ/RH).
Accession Number	CPA-080819222 A
Classmark	I: UVB: WYC: TMB
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...from the Ageinfo database published by Centre for Policy on Ageing.