Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement
This report examines how Customer Relationship Management and Web 2.0 can act as a catalyst for service (re)design in order to improve citizen engagement at Broxtowe Borough Council. Its department for Waste and Recycling Management has been used as the case study environment. The literature review...
| Main Author: | |
|---|---|
| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2010
|
| Online Access: | https://eprints.nottingham.ac.uk/23570/ |
| _version_ | 1848792589381140480 |
|---|---|
| author | Albregt, Robin |
| author_facet | Albregt, Robin |
| author_sort | Albregt, Robin |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | This report examines how Customer Relationship Management and Web 2.0 can act as a catalyst for service (re)design in order to improve citizen engagement at Broxtowe Borough Council. Its department for Waste and Recycling Management has been used as the case study environment.
The literature review discusses the differences between private- and public sector relationship management and explores its applicability within a local authority. With the arrival of second-generation Internet technologies, the Web 2.0 environment is fast emerging as the communication, interaction and service provision platform for all sectors and so its potential is comprehensively discussed.
The research draws attention to the fact that in 2009, 70 per cent of households had Internet access and 76 per cent of the UK adult population used it regularly while it also saw a boom in social networking with 40 per cent of the Internet users stating that they have posted messages to chat sites, blogs and newsgroups; there was also a significant increase in self generated content.
The analysis highlights that although the organisation’s homepage does appear to tick most boxes, its website as a whole is poorly developed. It is still organised in accordance with the organisational structure and uses council terminology. The underlying information is sloppy with lists of subjects seemingly dumped under one of the main headings. This is making navigation very cumbersome. There is far too much text to read, much of which does not even provide any useful citizen focused information and there are insufficient e-enabled services; as a whole it is not engaging. |
| first_indexed | 2025-11-14T18:46:48Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-23570 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:46:48Z |
| publishDate | 2010 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-235702022-03-21T16:06:18Z https://eprints.nottingham.ac.uk/23570/ Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement Albregt, Robin This report examines how Customer Relationship Management and Web 2.0 can act as a catalyst for service (re)design in order to improve citizen engagement at Broxtowe Borough Council. Its department for Waste and Recycling Management has been used as the case study environment. The literature review discusses the differences between private- and public sector relationship management and explores its applicability within a local authority. With the arrival of second-generation Internet technologies, the Web 2.0 environment is fast emerging as the communication, interaction and service provision platform for all sectors and so its potential is comprehensively discussed. The research draws attention to the fact that in 2009, 70 per cent of households had Internet access and 76 per cent of the UK adult population used it regularly while it also saw a boom in social networking with 40 per cent of the Internet users stating that they have posted messages to chat sites, blogs and newsgroups; there was also a significant increase in self generated content. The analysis highlights that although the organisation’s homepage does appear to tick most boxes, its website as a whole is poorly developed. It is still organised in accordance with the organisational structure and uses council terminology. The underlying information is sloppy with lists of subjects seemingly dumped under one of the main headings. This is making navigation very cumbersome. There is far too much text to read, much of which does not even provide any useful citizen focused information and there are insufficient e-enabled services; as a whole it is not engaging. 2010-07-14 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/23570/1/Broxtowe_2.0.pdf Albregt, Robin (2010) Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement. [Dissertation (University of Nottingham only)] (Unpublished) |
| spellingShingle | Albregt, Robin Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| title | Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| title_full | Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| title_fullStr | Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| title_full_unstemmed | Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| title_short | Broxtowe 2.0: using CRM and Web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| title_sort | broxtowe 2.0: using crm and web 2.0 as a catalyst for service (re)design in order to improve citizen engagement |
| url | https://eprints.nottingham.ac.uk/23570/ |