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The shaping of electronic service delivery: introducing online services in British social housing

Pleace, N. (2005) The shaping of electronic service delivery: introducing online services in British social housing. Information, Communication and Society, 8 (4). pp. 524-541. ISSN 1369-118X

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This paper considers the current literature on electronic service delivery in the light of the findings of a qualitative research project examining the implementation of online services in British social housing. The paper adds to existing evidence that the nature of electronic service delivery is heavily influenced by the agencies that introduce it and by the context in which it occurs. The shape of electronic service delivery in social housing was found to be heavily influenced by the high complexity of transactions between social landlords and tenants, and by the ethos of some social landlords. The research also suggested there was a broad consensus between social landlords and tenants with regard to the practical limits of online services. However, the development of this form of electronic service delivery was occurring in a situation in which influence was unevenly divided between the various parties involved.

Item Type: Article
Institution: The University of York
Academic Units: The University of York > Centre for Housing Policy (York)
Depositing User: York RAE Import
Date Deposited: 15 May 2009 14:20
Last Modified: 15 May 2009 14:20
Published Version: http://dx.doi.org/10.1080/13691180500259194
Status: Published
Publisher: Taylor & Francis
Identification Number: 10.1080/13691180500259194
URI: http://eprints.whiterose.ac.uk/id/eprint/6317

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