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

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.