Information and Communication Technologies: assessing public attitude and local government resolve

Abstract

The present government's agenda for modernising local government presumes that Information and Communication Technologies (ICTs) will play an important role in achieving the objectives set out. Evidence so far suggests that local authorities have been inward looking in their use of ICTs by concentrating on service efficiency and quality as opposed to looking outwards to citizens’ need for information and communication. However present emphasis on democratic renewal, public access, joined up government and social inclusion is likely to concentrate more attention on citizens’ use of ICTs to interact with their councils. Drawing on a research project across the seven metropolitan authorities of the West Midlands, the article explores the disposition and ability of citizens to use ICTs to interact with their local authorities; their expectations from such interactions and the impediments they face. The article suggests that although citizens are generally disenchanted and highly critical of their local authorities, they are favourably disposed to using the new technologies to communicate and interact with them. In conclusion, the article suggests some strategies local authorities might use to bring about more effective citizen/council interaction through the use of ICTs.