The adoption of centralized customer service systems: A survey of local governments

This study examines the adoption of centralized customer service systems in local governments in the United States. Survey data is used to show the relationship between different factors of E-Government adoption and the implementation of this information technology (IT). The results of this study show that the adoption of a centralized customer service system was related to the form of government that the local government had and being located in a central city. The results also indicated that the sophistication of the local government's website was related to the adoption of a centralized customer service system. The results of this study did not support the claim that larger cities are more likely to be adopters of this type of IT. Other results indicate that only 15% of local governments have adopted this IT. These information systems are well-integrated with existing online communication methods such as email and the internet. The information from this IT is commonly used by local governments for performance management and budget development.