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What ICT? Providing more customer-focused services

What ICT? Providing more customer-focused services

Alexandra Jones and Laura Williams
01 June 2005

Presents research into how the public perceive information and communication technology (ICT) in the context of public service delivery. Uses the results of a telephone survey and two focus groups to assess: what people want from public services, including issues of value and customer focus; how people use ICT to access services, and their attitudes to it; and how ICT has changed the relationship between citizens and public services.

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