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To make observations of the need for a radical change in the way that public services are delivered, based upon compelling UK evidence.

The “research note” draws on the normative literature and current practice to identify contemporary ideas for e‐government citizen engagement initiatives.

E‐government within the next few years will transform both the way in which public services are delivered and the fundamental relationship between government, the community and citizens.

The evidence from the outline research requires significant empirical data to determine the nature of local government perceptions of the approach.

One key area is that of engaging citizens to enable them to articulate their views to influence the development of e‐government systems and to gauge their perception of the usefulness of e‐government implementations.

The paper proposes the type of practitioner action and academic research activity needed to capture citizen perspectives to develop concepts that will improve the delivery and deployment of e‐government through citizen engagement.

Little systematic applied research has been conducted on how age‐related cognitive impairments might affect older adults' usage of web service and this paper aims to fill some of that gap.

An analysis of the relationship between the cognitive changes of aging and the usage of web services. Supported by field research with the key stakeholders, including older adults and organisations that provide services for older adults. This consists of focus group sessions with key stakeholders and individual interviews with older adult users. Older adult users also complete an online form using a think aloud protocol. The data are analysed using a thematic content analysis technique.

Issues around older adults' relationship with technology and the challenges they face along with the strengths and weaknesses of online forms and means to improve them. In particular, there are issues of fear and frustration, inconsistency and visual clutter, and a feeling of neglect by service providers. Users also identify a strong need for human rather than machine support when struggling with the technology.

The findings only now being applied to an existing system in the Delivering Inclusive Access to Disabled and Elderly Members (DIADEM) project and it still needs to evaluate of usability of DIADEM. Further research also needs to consider the technology adoption model for system like DIADEM.

The findings have implications in form design and transaction delivery for online services.

The perception of neglect by service providers is new and this with the needs for consistency and for human support lead to novel approaches in the DIADEM system.

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting‐edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Entrepreneur is one of those words we bandy about all the time and most of us have been guilty of using it without too much consideration of what we actually mean by the term.

The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations.

The need for risk‐taking optimists' determination to succeed to be tempered with caution is clear when managing a large corporation, as indicated by the recent downturn in the financial sector.

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to digest format.

The purpose of this research is to consider empirical perspectives relative to e‐government agenda, highlighting the critical need for understanding mutual relationships between the information systems (IS) function providers (supplier of IS services) and IS function users (service departments) in UK local authorities.

The empirical research was guided by an extensive literature search and consisted of ten randomly‐selected case studies from the sampling frame of UK local authorities. Semi‐structured interviews were carried out with ten head of IS, ten IS project managers and with ten designated e‐government managers. Interview findings were triangulated with data collected from document analysis carried out at each site. Documents included Society of Information Technology Management reports, government reports such as UK Online, ODPM, DETR, Cabinet Office reports and various other financial reports. The overall structure for each interview was provided by a standard case study protocol derived from the “active agents” framework.

Provides information about local authorities, highlighting the changing relationship between users and providers of information services in delivering e‐government. Introduces the “active agents” framework as a tool to operationalise structuration theory.

A useful research for policy makers and researchers that are interested in the changing patterns of public service delivery and provider‐user relations in IS.

The paper offers “active agents” framework, based on structuration theory, as a powerful tool for interpreting changing relations between users and providers of the IS function in local authorities.

To demonstrate the value of formal process modelling languages for the description of legal constraints and their verification in public and private business processes.

A highly regulated governmental process in Germany – applying for premium rate service numbers at the German Federal Network Agency – is taken as an example to demonstrate that laws and rules define processes for those who want to use them. A novel formal process language is used to verify whether applicants' processes fulfil these constraints or not.

With the presented approach, contradictions between business processes of private organisations and the given laws could precisely be identified.

The results are currently restricted to the use of formal process languages as the one suggested in the paper. It would be helpful to extend the work on conceptual process models.

The paper motivates a process‐oriented analysis of laws and rules. The approach can be used for both, verification after the event and as a normative guideline for the development of new workflows.

This paper identifies a need for formal process definitions as a medium to understand legal constraints and to behave in accordance with them.

This paper seeks to explore the challenges that local government face in the UK when implementing fully integrated electronic public services.

A case study based research approach using interviews with employees and citizens in a large local authority was utilised to examine both the government and citizen's perspective of electronic government (e‐government) and related service improvement efforts.

From a theoretical perspective, process and information systems integration are identified in the literature as key challenges for enabling fully functional e‐government services. However, empirical research in this paper highlights that broader issues of technical, political, and organisational origin are of equal importance but tend to be overlooked in practice.

Although the empirical research discussed in this paper is limited to one local authority, its size, geographic location and ethnic diversity makes the local authority a good illustrative example of local e‐government implementation efforts in the UK.

The findings and issues raised in this paper are of practical importance to the UK public sector and elsewhere, and can aid to enable the identification of objectives, priorities and barriers to e‐government, and options for successful implementation thereof. Conversely, the process and information systems integration issues discussed in the paper is timely and novel as national e‐government efforts are now moving from initial e‐enabling efforts to a process transformational phase in the UK.

Conventional wisdom about the digital divide maintains that per capita income, education, age and access to technology are its main causes and also the main barriers to internet access. The purpose of this study is to evaluate the validity of that claim in the case of the Isle of Man (IOM).

A nominalist ontology and positivist epistemology characterizes the underpinning research philosophy for this case study. Research data consisted of secondary census instruments and primary data derived from interviews with a sample of IOM civil servants.

The findings were that despite having better results in terms of the causes of digital divide, the IOM trailed the UK level of internet access to a significant degree. This result raises questions about the wisdom of basing digital divide and e‐government strategies on technology proliferation and economic indicators.

The IOM is a comparatively small entity compared to the UK. In addition, basing the primary data collected on IOM civil servants only may result in an element of bias.

Many governments invest considerable sums of money on their digital divide and e‐government programmes which may be misdirected if they are addressing the wrong causes of it.

This paper evaluates an issue which normally requires the resources of government or institutions in order to research it.

The purpose of this paper is to develop a framework supporting the design and evaluation of e‐government projects, especially those involving voluntary and community organisations.

The research adapts a socio‐economic model of community sustainability, reinterpreting it in the context of e‐government. It documents the evolution of a conceptual framework for evaluative design through study of a project in London, UK. An interpretive approach was adopted, within which research was guided by the structured‐case method.

The research provides an evaluative framework for e‐government projects featuring four forms of community capital: infrastructural, environmental, human and social. An ex post evaluation illustrates how the framework identifies design and management issues that are not considered by conventional evaluative frameworks.

The main sources of data reflect project management perspectives and information from monitoring the evolution of activities undertaken by participant organisations. There has been limited direct engagement with the latter and the next phase of research will apply the framework from their perspectives to identify factors promoting and inhibiting ongoing engagement with the system.

The framework provides an analytic tool for designers and managers of e‐government systems, especially those which feature online community building as a strategic outcome. All project stakeholders can use the framework to structure engagement with system design and management.

The distinctive contribution is to reinterpret e‐government from a community development perspective. It offers a means of identifying project shortcomings ignored by methods taking a narrower approach to e‐government information systems development.