Digital state at the leading edge

Digital State at the Leading Edge

Volumn , Issue , 2007, Pages 1-447

  Borins, Sandford ^a   Kernaghan, Kenneth ^b   Brown, David ^c   Bontis, Nick ^d   Perri, E ^e   Thompson, Fred ^f  

^a UNIVERSITY OF TORONTO   (Canada)

^b BROCK UNIVERSITY   (Canada)

^c CARLETON UNIVERSITY   (Canada)

^d MCMASTER UNIVERSITY   (Canada)

^e NOTTINGHAM TRENT UNIVERSITY   (United Kingdom)

^f WILLAMETTE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84966769155     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Book

References (368)

1. G. Perri. 2003. Entitlement cards: Benefits, privacy and data protection risks, costs and wider social implications.Wilmslow, UK: Office of the Information Commissioner.
2. G. Perri.2004. E-governance: Styles of political judgment in the information age polity. Basingstoke, UK: Palgrave Macmillan.
3. G. Perri.2004. Joined-up government in the Western world in comparative perspective: A preliminary literature review and exploration. Journal of Public Administration Research and Theory14 (1): 103-38.
4. G. Perri, C. Bellamy, and C. Raab. 2005. Joined-up government and privacy in the United Kingdom: Managing tensions between data protection and social policy, part 1. Public Administration83 (1): 111-33.
5. G. Perri, K. Seltzer, D. Leat, and G. Stoker. 2002. Towards holistic governance: The new agenda in government reform.Basingstoke, UK: Palgrave.
6. G. Perri, A. Warren, C. Bellamy, C. Raab, and C. Heeney. 2005a. The governance of information sharing in networked public management. Paper presented at the Public Management Conference, Los Angeles.
7. G. Perri.2005b. Social policy as judgment: Risks of injustice and the injustice of risk in the use of personal information. Paper presented at the annual conference of the Social Policy Association, Bath.
8. Accenture. 2002. Government leadership - Realizing the vision. http:// www.accenture.com/xd/xd.asp?it=enWeb&xd=industries/government/gove_welcome.xml.
9. G. Perri. 2004. eGovernment leadership: High performance, maximum value. http://www.accenture.com/Countries/Canada/Research_And_Insights/eGov-ernmentValue.htm.
10. G. Perri.2005. Leadership in customer service: New expectations, new experiences. http://www.accenture.com/xdoc/ca/locations/canada/insights/studies/leadership-cust.pdf.
11. G. Perri.2006. Leadership in customer service: Building the trust. http://www.accen-ture.com /Global/Services/By_Industry/Government/R_and_I /Building-theTrust ES.htm.
12. Accenture Digital Forum. 2005. Accenture develops, launches New York's 311 citizen contact centre. http://www.accenture.com/Global/Services/By_Industry/Government/AccentureInNewYork.htm.
13. G. Perri. 2005b. City of New York: NYC 311: Accenture report. http://www.accen-ture.com/Global/Services/By_Industry/Government/AccentureInNewY-ork.htm.
14. Alberts, David, and Richard Hayes. 2003. Power to the edge: Command control in the information age.Command and Control Research Program Publication Series. Washington, DC: Department of Defense.
15. Alcock, Reg. 2005. Speech to the Ottawa Centre for Research and Innovation. http: // www.tbs-sct.gc.ca/media/ps-dp/2005/0124_e.asp.
16. Alexander, Cynthia. 2000. Cents and sensibility: The emergence of e-government in Canada. In How Ottawa spends: 2000-01,ed. Leslie Pal, 185-209. Toronto: Oxford University Press.
17. Alexander, Cynthia 2001. Digital leviathan: The emergence of e-politics in Canada. In Party politics in Canada.8th ed. Ed. Hugh G. Thorburn and Alan Whitehorn, 460-83. Toronto: Prentice-Hall.
18. Allison, Graham, and Phillip Zelikow. 1999. Essence of decision: Explaining the Cuban missile crisis.2nd ed. New York: Addison Wesley Longman.
19. American Productivity & Quality Center. 2001. Building and sustaining communities of practice.Houston: American Productivity & Quality Center.
20. Alexander, Cynthia 2003. Expertise locator systems: Finding the answers.Houston: American Productivity & Quality Center.
21. Anderson, E.W., and C. Fornell. 2000. Foundations of the American customer satisfaction index. Total Quality Management and Business Excellence11 (7): 869-82.
22. Attallah, Paul, and Angela Burton. 2001. The Canadian general election of2000. Ed. J.H. Pammett and C. Dornan. Toronto: Dundurn.
23. Austin City Council. 2004. 311 Citywide customer information centre (CIC) implementation: Audit report No. AU04103.Austin, TX: Austin City Council.
24. Automated Business Systems and Services. 2003. REACT: Citizen relationship management solution.Upper Marlboro, MD: Automated Business Systems and Services.
25. Babble. 2005. Which party has the best campaign edition website? http://www.rabble.ca/babble/ultimatebb.php?ubb=get_topic&f=35&t=001099.
26. Bai, Matt. 2004. Who lost Ohio? New York Times Magazine, 21 November. http://www.nytimes.com/2004/11/21/magazine/210HIO.html?ex= 1258779600&en=2a9da5f1ef27580c&ei=5090&partner=rssuserland.
27. Bailey, Sue. 2005. New website tracks MPs; Voting records, absences, words spoken documented. St John's Telegram,5 July, A9.
28. Bard, Louis. 2003. XML on Parliament Hill: Changing 100 years of tradition; Is XML alone enough? Paper presented at the XML Europe Conference, London. http://www.idealliance.org/papers/dx_xmle03/papers/03-05-02/03-05-02.html.
29. Barney, Darin. 2005. Communications technology.Vancouver: UBC Press for the Canadian Democratic Audit.
30. Barzelay, Michael, and C. Campbell. 2003. Preparing for the future: Strategic planning in the U.S. Air Force.Washington, DC: Brookings Institution Press.
31. Bedi, N. 2004. Keeping KM relevant to the needs of the public sector. Paper presented at McMaster World Congress, Hamilton, ON.
32. Bellamy, C. 2002. From automation to knowledge management: Modernising British government with ICTs. International Review of Administrative Sciences68:213-30.
33. Bellamy, C. 2003. In-depth case study of the UK's Universities and Colleges Admissions Service (UCAS). Brussels: European Back Office Project, European Commission.
34. Bellamy, C., Perri G, and C. Raab. 2005. Joined-up government and privacy in the United Kingdom: Managing tensions between data protection and social policy, part 2. Public Administration83 (2): 393-415.
35. Bellamy, C., and John Taylor. 1998. Governing in the information age.Buckingham, UK: Open University Press.
36. Bennett, Colin, and Charles Raab. 2003. The governance of privacy: Policy instruments in global perspective.Hampshire, UK: Aldgate.
37. Bent, Steven, Kenneth Kernaghan, and Brian Marson. 1999. Innovations and good practices in single window service. Ottawa: Canadian Centre for Management Development.
38. Beveren, J.V. 2003. Does health care for knowledge management?Journal of Knowledge Management7 (1): 90-5.
39. Bichard, M. 2004. The Bichard Inquiry Report, HC 653. London: House of Commons.
40. Bimber, Bruce. 2003. Quoted by Alaina Sue Potrikus. Website engaging lots of people in politics, Miami Herald,14 October. http://www.miami.com.
41. Bimber, Bruce, and Richard Davis. 2003. Campaigning online: The Internet in U.S. elections. New York: Oxford University Press.
42. Blackwell, Richard. 2005. Panel wants most court files kept off Web. Globe and Mail, 6 October 2005, 73.
43. Blakeney, Allan, and Sandford Borins. 1998. Political management in Canada.2nd ed. Toronto: University of Toronto Press.
44. Blythe, Marie, and Brian Marson. 1999. Good practices in citizen centred service. Ottawa: Canadian Centre for Management Development.
45. Bontis, N. 1998. Intellectual capital: An exploratory study that develops measures and models. Management Decision36 (2): 63-76.
46. Bontis, N. 1999. Managing organizational knowledge by diagnosing intellectual capital: Framing and advancing the state of the field. International Journal of Technology Management18 (5-8): 433-62.
47. Bontis, N. 2001. Assessing knowledge assets: A review of the models used to measure intellectual capital. International Journal of Management Reviews3 (1): 41-60.
48. Bontis, N. 2004. National Intellectual Capital Index: A United Nations initiative for the Arab region. Journal of Intellectual Capital5 (1): 13-39.
49. Borins, Sandford. 1998. Innovating with integrity: How local heroes are transforming American government.Washington: Georgetown University Press.
50. Borins, Sandford. 2001. Encouraging innovation in the public sector. Journal of Intellectual Capital2 (3): 310-19.
51. Borins, Sandford. 2002. Transformation of the public sector: Canada in comparative perspective. In The handbook of Canadian public administration, ed. Christopher Dunn, 3-17. Toronto: Oxford University Press.
52. Borins, Sandford. 2003a. Contracting and partnerships in IT services to government. A report to the Panel on the Role of Government in Ontario. http://www.law-lib.utor-onto.ca/investing/reports/rp38.pdf.
53. Borins, Sandford. 2003b. New information technology and the public sector in Ontario. A report to the Panel on the Role of Government in Ontario. http://www.lawlib.utoronto.ca/investing/reports/rp12.pdf.
54. Borins, Sandford. 2004. A holistic view of public sector information technology. Journal of Electronic Government1 (2): 3-29.
55. Bouey, Kathryn. 2004. Memorandum to all MBS staff on supply chain management. 12 August. Borins Collection, Toronto.
56. Boutin, Paul. 2004. Net-savvy campaign boosts Bush. Wired News, 23 June 2004. http:// www.wired.com/news/politics/0,1283,63942,00.html?tw=wn_tophead_1.
57. Boyne, Walter J. 2003. Operation Iraqi Freedom: What went right, what went wrong, and why.New York: Forge.
58. Brautigam, Tara. 2005. Liberal exec quits over slurs on Web. cnews, 26 December. http://cnews.canoe.ca/CNEWS/Politics/CanadaVotes/2005/12/26/1369003-cp.html.
59. Brennan, Richard, and Robert Benzie. 2004. $20M to fix pay delay: Glitch in welfare computer program has Liberals, Tories playing blame game. Toronto Star, 7 July, A1.
60. Broadbent, Ed. 2004. Quoted by Sherry Morley. Jumping on the blog bandwagon. capitalnewsonline, 19 March. http://temagami.carleton.ca/jmc/cnews/10932004/n1.shtml.
61. Brown, David. 2005. Electronic government and public administration. International Review of Administrative Sciences71 (2): 241-54.
62. Brown, David, Milaine Alarie, Alana Cattapan, and Jonathan Dignan. 2006. Report on PPF survey of government citizen-centred, Web-based service delivery: June 27th—July 23rd, 2005. http://www.digitalstate.ca/supp/ch2/html.
63. Brown, David, Gabe Eidelman, and Milena Isakovic. 2004. Gateways and Clusters: The Government of Canada's experience with client-centred single-window electronic service delivery; Report on year 1. Ottawa: Public Policy Forum. http://www.digitalstate.ca/supp/ch2.html.
64. Brown, J. 2000. Ontario town answers citizens' calls. Computer Dealer News16 (21): 12.
65. Brynjolfsson, E., and L.M. Hitt. 2000. Beyond computation: Information technology, organizational transformation and business performance. Journal of Economic Perspectives14 (4): 23-48.
66. Butters, George. 2004. Canadian candidates woo voters on Web. theglobeand-mail.com,10 June.
67. Cabinet Office. 2000. Successful IT: Modernising government in action ('The McCartney report'). London: Cabinet Office. http://www.ogc.gov.uk/embedded_object.asp?docid=2633.
68. Canada, Government On-Line Advisory Panel. 2002a. First Report of the Government On-Line Advisory Panel. 12 April 2002. http://www.gol-ged.gc.ca/pnl-grp-reports/first/first_e.asp.
69. Borins, Sandford. 2002b. Transforming government to serve Canadians better: Report of the Government On-Line Advisory Panel. http://www.gol-ged.gc.ca/pnl-grp-reports/transform/transform_e.pdf.
70. Borins, Sandford. 2003. Connecting with Canadians: Pursuing service transformation; Final report of the Government On-Line Advisory Panel. http://www.gol-ged.gc.ca/pnl-grp/reports/final/final00_e.asp.
71. Canada, Governor General. 1997. Speech from the Throne to open the first session, thirty-sixth Parliament of Canada. 23 September. http://www.parl.gc.ca/information/about/process/info/throne/index.asp? Language=E¶m=sp &parl=36&sess=1.
72. Canada, Governor General. 1999. Speech from the Throne to open the second session, thirty-sixth Parliament of Canada. 12 October. http://www.pco-bcp.gc.ca/default.asp?Language= E&Page=sftddt&doc=sftddt1999_e.htm.
73. Canada, House of Commons. 1999. Building the future: House of Commons requirements for the Parliamentary Precinct. Ottawa: House of Commons.
74. Canada, House of Commons. 2004. Standing Committee on Procedure and House Affairs. Overview and status of technological projects. Report tabled by Clerk of the House. March 23.
75. Canada, House of Commons. 2005. Evidence, Standing Committee on Procedure and House Affairs. February 3. http://www.parl.gc.ca/infocomdoc/38/1/PROC/Meetings/Evidence/PROCEV18-E.pdf.
76. Canada, House of Commons Administration. 1999. Report on plans and priorities, 1999-2000. http://www.parl.gc.ca/information/about/process/house/plans99/cover-e.htm.
77. Canada, House of Commons Administration. 2004. Performance report, 2003-2004. Fall. http://www.parl.gc.ca/informa-tion/about/process/house/performance04/01-toc-e.htm.
78. Canada, House of Commons Administration. 2004. Report on plans and priorities, 2004-2005. Spring. http://www.parl.gc.ca/information/about/process/house/plans04/cov-e.htm.
79. Canada, House of Commons Administration. 2004. Strategic outlook for the 38th Parliament. December. http://www.parl.gc.ca/information/about/process/house/StrategicOutlook/08-rap-e.htm.
80. Canada, Office of the Auditor General. 2003. Information technology: Government on-line. In Report of the Auditor General of Canada to the House of Commons, chap. 1. Ottawa: Office of the Auditor General.
81. Canada, Office of the Auditor General. 2006. Canadian Firearms Program. In Status Report of the Auditor General to the House of Commons,95-139. Ottawa: Office of the Auditor General.
82. Canada, Public Works and Government Services. 2006. Government On-Line 2006.Ottawa: Public Works and Government Services Canada.
83. Canada-Ontario. 2004. Memorandum of agreement on collaboration in the delivery of public services. http://www.hrsdc.gc.ca/en/cs/comm/hrsd/news/2004/040513.shtml#101.
84. Canadian Radio-television and Telecommunications Commission. 2004. Telecom decision CRTC 2004-71: Assignment of 311 for non-emergency municipal government services. Ottawa: Canadian Radio-television and Telecommunications Commission. http://www.crtc.gc.ca/archive/ENG/Decisions/2004/dt2004-71.htm (accessed 28 February 2005).
85. Canadian Radio-television and Telecommunications Commission. 2005. Broadcasting public notice CRTC 2005-9. Distribution of Spike TV by broadcasting distribution undertakings. http://www.crtc.gc.ca/archive/ENG/Notices/2005/pb2005-9.htm.
86. Canadian Wireless Telecommunications Association. 2002. Assignment of '311' to non-emergency municipal services: Canadian Wireless Telecommunications Association. Letter to Diane Rheaume, secretary general, Canadian Radio-television and Telecommunications Commission. http://www.crtc.gc.ca/PartVII/eng/2003/8665/cwta/040112.doc (accessed 25 January 2004).
87. Carr, Nicholas. 2004. Does IT matter? Information technology and the corrosion of competitive advantage. Boston: Harvard Business School Press.
88. Cavoukian, Ann. 2005. About the Office of the Information and Privacy Commissioner Ontario. http://www.ipc.on.ca/scripts/index_.asp?action=31 &N_ID=1 P_ID=17&U_ID=0.
89. Cellucci, Paul. 2005. Unquiet diplomacy. Toronto: Key Porter.
90. Chadwick, A., and C. May. 2003. Interaction between states and citizens in the age of the Internet: 'e-government' in the United States, Britain and the European Union. Governance16 (2): 271-300.
91. Chancellor of the Duchy of Lancaster. 1996. government.direct: A prospectus for the electronic delivery of government services.London: Her Majesty's Stationery Office.
92. Chandler, Alfred. 1977. The visible hand: The managerial revolution in American business. Boston: Belknap.
93. Chase, Steven, Gloria Galloway, and Campbell Clark. 2006. Harper's lead takes a hit. Globe and Mail, 20 January.
94. Chatzkel, J. 2002. Conversation with Alex Bennet, former deputy CIO for enterprise integration at the US Department of Navy. Journal of Knowledge Management6 (5): 434-44.
95. Chen, Peter. 2002. Australian elected representatives use of new media: Research report. http://www.anu.edu.au/mail-archives/link/link0207/0009.html.
96. Chenier, John, and Joseph Peters. 2003. Is e-consultation everything it's cracked up to be? Ottawa Hilltimes, 2 June.
97. Chief Information Officer Branch, Treasury Board of Canada Secretariat. 2004. Serving Canadians better: Moving forward with service transformation at the enterprise level. http://www.tbs-sct.gc.ca/cio-dpi/2004/canada/canada00_e.asp.
98. Cinca, C.S., C.M. Molinero, and A.B. Queiroz. 2003. The measurement of intangible assets in public sector using scaling techniques. Journal of Intellectual Capital4 (2): 249-75.
99. Clients Speak. 2001. A report on single-window government services in Canada. R.A. Malatest and Associates for the Public Sector Service Delivery Council and the Institute of Public Administration of Canada. http://www.iccs.org/eng/pubs/clientsreport.pdf.
100. Clinton, Bill. 1996. Remarks to the community in Sacramento, California, 23 July. http://www.highbeam.com/library/doc-Free.asp?DOCID=1G1:18659748.
101. Coase, R. 1937. The nature of the firm. Economica4:386-405.
102. Coleman, S. 2001. What do we want from MPs Web sites? London: Hansard Society for Parliamentary Government.
103. Coleman, S. 2004. Connecting Parliament to the public via the Internet: Two case studies of on-line consultations. Information, Communication and Society17 (1): 1-22.
104. Coleman, S. 2005. Blogs and the new politics of listening. Political Quarterly76 (2): 273-80.
105. Cong, X., and K.V. Pandya. 2003. Issues of knowledge management in the public sector. Electronic Journal of Knowledge Management1 (2).
106. Congressional Management Foundation. 2005. Communicating with Congress: How Capitol Hill is coping with the surge in citizen advocacy, http://www.cmf-web.org/cwreport1.asp.
107. Coram, Robert. 2002. Boyd: The fighter pilot who changed the art of war. Boston: Little, Brown.
108. Cordesman, Anthony H. 2003. The Iraq war: Strategy, tactics, and military lessons. Washington, DC: Center for Strategic & International Studies.
109. Cornfield, Michael. 2004. Politics moves online: Campaigning and the Internet. New York: Century Foundation.
110. Cornfield, Michael. 2005. The Internet and campaign 2004: A look back at the campaigners. PEW Internet & American Life Project. http://www.pewinternet.org/pdfs/Cornfield_commentary.pdf.
111. Cornfield, Michael, and Lee Rainie.2003. Untuned keyboards: Online campaigners, citizens and portals in the 2003 elections.N.p.: Institute for Politics, Democracy and the Internet.
112. Corporate Architecture and Standards Branch. 2005. Open source software: Product evaluation criteria and TCO framework. Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
113. Corporate Security Branch. 2003. Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
114. Corporate Security Branch. 2004. OPS patch management strategy. Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
115. Corporate Security Branch. 2004. Safeguarding the OPS network. Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
116. Corporate Security Branch. 2005. Proposed security requirements: BlackBerry devices, wireless LANs, remote access services. Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
117. Coughlin, Shannon. 2003. Building the infrastructure you require to maintain an integrated approach to service delivery. Paper presented to Conference of the Institute for Citizen-Centred Service, Ottawa.
118. Cross, M. 2005. Public sector IT failures: Special report. Prospect (October),48-52.
119. Crossing Boundaries III Political Advisory Committee. 2002. E-Government: The message to politicians.Ottawa: KTA Centre for Collaborative Government.
120. Crossing Boundaries National Council. 2002. MP website study results. Ottawa: KTA Centre for Collaborative Government. http://www.crossing-boundaries.ca/index.php?page=MPdata2&lang_id=1&page_id=94.
121. Crossing Boundaries National Council. 2005. About the council. http://www.crossingboundaries.ca/abouten.html?page=about&lang_id=1&page_id=2.
122. Crossing Boundaries National Council. 2005. Privacy in the information age: Government services and you. http://www.crossingboundaries.ca/files/kta_final_report_050805.pdf.
123. Culver, Keith, and Paul Howe. 2004. Calling all citizens: The challenges of public consultation. Canadian Public Administration47 (1): 52-75.
124. Darr, Carol. 2004. Quoted by Richard Robbins. Internet cuts campaign corners nationally and locally. Pittsburgh Tribune-Review, 7 November.
125. d'Auray, Michelle. 2002. Government on-line: Serving Canadians in a digital age. Presentation to CIPS Breakfast, annual federal CIO update, Ottawa,18 April.
126. David, Paul A. 1985. Clio and the economics of QWERTY. American Economic Review (papers and proceedings) 75 (2): 332-7.
127. Davis, Joshua. 2003. If we run out of batteries, this war is screwed. Wired Magazine, June. http://www.wired.com/wired/archive/11.06/battlefield_pr.html.
128. Davis, Richard. 1999. The Web of politics.New York: Oxford University Press.
129. Defence Research and Development Canada. 2004. OCTAS 'E-training and knowledge management. http://www.valcartier.drdc-rddc.gc.ca/e/actualitesdisplay_e.asp?lang=e&page=33&news=83.
130. Democratic Renewal Secretariat. 2005. Citizen engagement: Definition and scope. Presentation to Deputy Minister's Committee on Transformation, February, Borins Collection, Toronto.
131. Denis, Pierre. 2004. Federal website study. 9 September.
132. Department for Constitutional Affairs. 2003. Public sector data sharing: Guidance on the law.London: Department for Constitutional Affairs.
133. Department of Finance Canada. 2005a. Budget 2005: Expenditure review for sound fiscal management. http://www.fin.gc.ca/budget05/pdf/bkexpe.pdf.
134. Department of Finance Canada. 2005b. Strengthening and modernizing public sector management. http://www.fin.gc.ca/budget05/pdf/bkmgte.pdf.
135. DeWitt, J. 2003. Performance management: The impact of measurement and accountability. American City and County Special Reports 1 (3). http://enews.primediabusiness.com/enews/americancitycounty/v/37.
136. Diamond, E., and R. Cooper. 2003. Citizen relationship management. Optimum Online33 (4). http://www.optimumonline.ca/article.phtml?id=190.
137. Dinsdale, Geoff, and Brian Marson. 1999. Citizen/client surveys: Dispelling myths and redrawing maps.Ottawa: Canadian Centre for Management Development.
138. Directorate-General for Information and Media (European Commission). 2005. On-line availability of public services: How is Europe progressing? Web based survey on electronic public services. Report of the Fifth Measurement October 2004. Brussels: Directorate-General for Information and Media (European Commission). http://ec.europa.eu/information_society/soccul/egov/egov_benchmarking_2005.pdf.
139. Directorate of Land Strategic Concepts. 2003. Future force: Concepts for future army capabilities.Kingston: Department of National Defence.
140. Dispatch. 2005. Cities with 311 non-emergency telephone service. Dispatch Monthly Magazine.http://www.911dispatch.com/info/311map.html.
141. Docherty, David. 1997. Mr Smith Goes to Ottawa.Vancouver: University of British Columbia Press.
142. Dunleavy, Patrick, and Helen Margetts. 2000. The advent of digital government: Public bureaucracies and the state in the Internet age. Paper presented to the annual conference of the American Political Science Association, Washington, DC.
143. Dunleavy, Patrick, Helen Margetts, Simon Bastow, and Jane Tinkler. 2004. Government IT performance and the power of the IT industry: A cross-national analysis. Paper presented at the American Political Science Association annual conference, Chicago.
144. e-Citizen Engagement Support Office. 2005. Electronic citizen engagement by the Ontario public service. Presentation to Deputy Ministers' Committee on Transformation. Borins Collection, Toronto.
145. Earl, M. 2001. Knowledge management strategies: Toward a taxonomy. Journal of Management Information Systems18 (1): 215-33.
146. Eaton, B. 2005. Gatineau forges ahead with 311 service. it World Canada, 24 June 2005. http: //www.itworldcanada.com.
147. Erin Research Inc. for the Citizen-Centred Network and the Canadian Centre for Management Development. 1998. Citizens First.Ottawa: Canadian Centre for Management Development.
148. Erin Research Inc. for the Institute for Citizen-Centred Service and the Institute of Public Administration of Canada. 2003. Citizens First 3. Toronto: Institute of Public Administration of Canada.
149. Erin Research Inc. for the Public Sector Service Delivery Council and the Institute of Public Administration of Canada. 2001. Citizens First 2.Toronto: Institute of Public Administration of Canada.
150. Fallows, James. 2005. Bush didn't invent the Internet, but is he good for tech? New York Times, 23 January.
151. Fallows, James. 2006. Working at the PC isn't so lonely anymore. New York Times,1 January, B3.
152. Ferguson, Rob. 2004. Personal data sent to strangers: Privacy chief demands audit, Government promises reforms. Toronto Star, 17 December.
153. Ferguson, R., and M. Howell. 2004. Political blogs: Craze or convention?London: Hansard Society for Parliamentary Government.
154. Ferris, N. 2004. Gaining taxpayer respect. Computerworld38 (38): 40.
155. Ford, D. 2003. Trust and knowledge management: The seeds of success. In Handbook on knowledge management, ed. C.W. Holsapple, 553-76. Berlin: Springer.
156. Foreign Affairs and International Trade Canada (DFAIT). 2004. A dialogue on foreign policy. http://www.foreign-policy-dialogue.ca/en/welcome/index.html
157. Fountain, Jane. 2001. Building the virtual state.Washington, DC: Brookings.
158. Fountain, Jane, with Carlos Osorio-Urzua. 2001. Public sector: Early stages of a deep transformation. In The economic payoff from the Internet revolution, ed. R.A. Litan and A. Rivlin, 235-68. Washington, DC: Brookings.
159. Gale, J., Robert, J. P. 1997. 'Canada's Green Plan.' In Nationale Umweltpldne in aus-gewdhlten Industrieldndern.(A study of the Development of a National Environmental Plan, with expert submissions to the Enquete Commission, 'Protection of People and the Environment,' for the Bundestag). Berlin: Springer-Verlag Berlin, 97-120.
160. Galloway, Gloria. 2005. Eight-year-old speech haunts Harper. Globe and Mail, 15 December, 74.
161. Gershon, P. 2004. Releasing resources to the front line: Independent review of public sector efficiency. London: HM Treasury.
162. Gibbins, Roger. 2000. Federalism in a digital world. Canadian Journal of Political Science33 (4): 667-89.
163. Gibbons, Robert. 2003. Team theory, garbage cans and real organizations: Some history and prospects of economic research on decision-making in organizations. Industrial and Corporate Change12 (4): 753-87.
164. Gibson, Rachel, and Ian McAllister. 2003. Cyber campaigning and the vote: Online communication in the 2001 Australian election. Paper presented to the annual conference of the American Political Science Association, Philadelphia.
165. Gibson, Rachael, Paul Nixon, and Stephen Ward. 2003. Political parties and the Internet: Net gain? London: Routledge.
166. Gibson, R.K., W. Lusoli, and S. Ward. 2005. On-line participation in the UK: Testing a 'contextualised' model of Internet effects. British Journal of Politics and International Relations7(4): 561-83. http://www.esri.salford.ac.uk/ESR-CResearchproject/papers/gibson_et_al_2005_bjpir_preprint.pdf
167. Girard, J. 2004. Defence knowledge management: A passing fad?Canadian Military Journal5 (2): 17-27.
168. Girard, J. 2005a. Combating information anxiety. Management of Organizations: Systematic Research Journal35 (1): 65-80.
169. Girard, J. 2005b. The Inukshuk: A Canadian knowledge management model. Journal of Knowledge Management Professionals Society2 (1): 9-16.
170. Girard, J. 2005c. Taming enterprise dementia in public sector organizations. International Journal of Public Sector Management18 (6): 534-45.
171. Globerman, Steven, and Aidan Vining. 1996. A framework for evaluating the government contracting-out decision with an application to information technology. Public Administration Review56 (6): 577-87.
172. Gonzales, A.R., T.A. Henke, and S.V. Hart. 2005. Calling 311: Guidelines for policymakers. Report #NCJ 206257. Washington, DC: National Institute of Justice, U.S. Department of Justice.
173. Good, David. 2003. The politics of public management: The HRDC audit of grants and contributions. Toronto: University of Toronto Press.
174. Government of Ontario. 2005. Report of Ontario's special task force on the management of large-scale information and information technology projects.Toronto: Queen's Printer.
175. Government On-Line. 2003. Government On-Line 2003. http://www.gol-ged.gc.ca/rpt2003/rpt00_e.asp.
176. Government On-Line. 2005. Government On-Line 2005: From vision to reality - and beyond.Ottawa: Queen's Printer.
177. Government On-Line. 2006. Government On-Line 2006: Serving Canadians better.Ottawa: Public Works and Government Services Canada.
178. Graham, William. 2003. A dialogue on foreign policy: Report to Canadians.Ottawa: Department of Foreign Affairs and International Trade. http://www.foreign-policy-dialogue.ca/en/final_report/index.html.
179. Hammer, M. 1990. Reengineering work: Don't automate, obliterate. Harvard Business Review (July-August): 104-12.
180. Hansen. 2004. Halifax regional municipality, Nova Scotia call centre processes one million citizen service requests. Press release. http://www.hansen.com/news/press-release/09-21-2004.asp.
181. Hillwatch. 2004. Political Web sites: Strategic assets or virtual lawn signs? http://www.hillwatch.com/Publications/Research/Virtuallawnsigns.aspx.
182. Hillwatch. 2006. Still virtually lawn signs: Benchmarking Canadian political Web sites during the 2006 campaign. http://www.hillwatch.com/VirtuallyLawnSigns1.aspx.
183. Hines, Matt. 2004. US election 2004: The year the Web came of age. CNET News,28 October. http://insight.zdnet.co.uk/internet/0,39020451,39171897,00. htm.
184. Howell, David. 2004. Web helps Green party gain political ground. Canada.com News, 7 June.
185. Huber, Nick. 2003. Hitting targets? The state of UK IT project management. Computer Weekly, 5 November. http://www.computerweekly.com/Articles/2003/11/05/198320/HittingtargetsThestateofUKITpro jectmanage-ment.htm.
186. Hughes, Thomas P. 1998. Rescuing Prometheus: Four monumental projects that changed the modern world.Boston: Pantheon.
187. Human Resources Development Canada. 1999. Service delivery in the new millennium: HRDC's service delivery policy.Ottawa: HRDC.
188. Human Resources and Stakeholder Education Branch. 2004. Government of Ontario I&IT organization: Recognizing our effort and successes.Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
189. Ichniowski, C., and K. Shaw. 2003. Beyond incentive pay: Insiders' estimates of the value of complementary human resource management. Journal of Economic Perspectives17 (1): 155-80.
190. Industry Canada. 1996. Building the information society: Moving Canada into the 21st century.Ottawa: Supply and Services Canada.
191. Industry Canada. 2005. Stopping spam: Creating a stronger, safer Internet. http://e-com.ic.gc.ca/epic/Internet/inecic-ceac.nsf/en/h_gv00317e.html.
192. Information and Information Technology Controllership Branch. 2003. An executive ‘Project Health’ dashboard.Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
193. Information and Information Technology Controllership Branch. 2004. Final 2003-04 OPS I&IT corporate performance report.Internal report,2 December. Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
194. Information and Information Technology Controllership Branch. 2004. Major I & IT projects report for period ending September 2004. Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
195. Information and Information Technology Controllership Branch. 2004. A proposed process to update ITELC on status of major I & IT projects.Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
196. Information Technology Executive Leadership Council Retreat. 2003. Author's minutes. 3 November. Borins Collection, Toronto.
197. Information Week. 2003. Dean's not the only one who's learned online lessons. Information Week, 12 August. http://www.informationweek.com/story/showArticle.jhtml?
198. Ingram, Matthew. 2005. Parties not using Web to fullest in this campaign, the-globeandmail.com,5 December.
199. Institute for Citizen-Centred Service. 2003. Citizens first 3.Toronto: Institute of Public Administration of Canada.
200. Institute for Citizen-Centred Service. 2004. Taking care of business.Toronto: Institute of Public Administration of Canada.
201. Jansen, Harold. 2004. Is the Internet politics as usual or democracy's future? Candidate campaign Web sites in the 2001 Alberta and British Columbia provincial elections. Innovation Journal9 (2): 1-20.
202. Johnson, Dennis W. 2004. Congress online: Bridging the gap between citizens and their representatives.New York: Routledge.
203. Jones, D.G. 2003. Case study: Managing knowledge management from audit to strategy; The RCMP experience. Proceedings of the Conference on Knowledge Management in Government.Ottawa: Federated Press.
204. Kalakota, R., and M. Robinson. 2000. e-Business 2.0: Roadmap for success.2nd ed. Reading, MA: Addison-Wesley Professional.
205. Kamarck, Elaine Ciulla. 2002. Political campaigning on the Internet: Business as usual? In Governance.Com. Democracy in the information age,ed. Elaine Ciulla Kamarck and Joseph S. Nye Jr, 81-103. Washington, DC: Brookings Institution Press.
206. Kernaghan, Kenneth. 2005. Moving toward the virtual state: Integrating services and service channels for citizen-centred service. International Review of Administrative Sciences71: 119-31.
207. Kernaghan, Kenneth, and Jennifer Berardi. 2001. Bricks, clicks and calls: Clustering services for citizen-centred service. Canadian Public Administration44: 417-40.
208. Kernaghan, Kenneth, and Justin Gunraj. 2004. Integrating information technology into public administration: Conceptual and practical considerations. Canadian Public Administration47 (4): 525-46.
209. Kernaghan, Kenneth, Nancy Riehle, and James Lo. 2003. Politicians' use of ICTs: A survey of federal parliamentarians. Ottawa: KIA Centre for Collaborative Government. http://crossingboundaries.ca/reports/CBStudy_Politicians_Use_of_ICTS.pdf.
210. Kernaghan, Kenneth, and David Siegel. 1999. Public administration in Canada: A text.Toronto: Nelson.
211. Kerner, Sean Michael. 2004. Americans click their way toward elections. 27 October. http: //www.clickz.com/stats/big_picture/traffic_patterns/arti-cle.php/3427901.
212. Kippen, Grant. 2000. The use of new information technologies by a political party: A case study of the Liberal party in the 1993 and 1997federal elections.Vancouver: SFU-UBC Centre for the Study of Government and Business.
213. Kirby, Patrick, and David Brown. 2005. Report on PPF survey of government citizen-centred, Web-based service delivery: December 3rd, 2004-January 3rd, 2005. http://www.digitalstate.ca/supp/ch2.html.
214. KM Review. 2003. Profile - Nilam Bedi: Aligning with strategy and convincing skeptics in the Canadian government. KM Review6 (5): 5.
215. KM World. 2005. New approaches to KM in government. KM World Magazine(June): 7-8.
216. Laming, Lord. 2003. The Victoria Climbie inquiry: Report of an enquiry by Lord Laming, Cm 5730.London: Stationery Office.
217. Lausin, A., K.C. Desouza, and G.D. Kraft. 2003. Knowledge management in the U.S. army. Knowledge and Process Management10 (4): 218-30.
218. Lavigne, Brad. 2004a. Quoted in Mary Nersessian. Sites may not click with voters. theglobeandmail.com,9 June.
219. Lavigne, Brad. 2004. Federal website survey. 6 October.
220. Layton, Jack. 2004. A letter from Jack Layton. ENDP, 27 June.Leblanc, Daniel. 2005. Rules broken in federal executive-exchange program, officials say. Globe and Mail, 15 August.
221. Legris, P., J. Ingham, and P. Collerette. 2003. Why do people use information technology? A critical review of the technology acceptance model. Information and Management40 (3): 191-204.
222. Lewis, D., and D. Bridger. 2000. The soul of the new consumer: Authenticity; What we buy and why in the new economy. London: Nicholas Brealey.
223. Liebowitz, J. 2003. A knowledge management implementation plan at a leading U.S. technical government organization: A case study. Knowledge and Process Management10 (4): 254-59.
224. Liebowitz, J. 2004. Addressing the human capital crisis in the Federal Government: A KM perspective. Burlington, MA: Butterworth-Heinemann.
225. Liebowitz, J., and Y. Chen. 2003. Knowledge sharing proficiencies: The key to knowledge management. In Handbook on knowledge management,ed. C.W. Holsapple, 409-24. Berlin: Springer.
226. Liebowitz, J., B. Rubenstein-Montano, D. McCaw, J. Buchwalter, C. Browning, B. Newman, and K. Rebeck. 2000. The knowledge audit. Knowledge and Process Management7 (1): 3-10.
227. Lin, William. 2004. Greens cotton on to Web's populist power. Toronto Star, 10 June.
228. Linden, Russel M. 1994. Seamless government: A practical guide to reengineering in the public sector. San Francisco: Jossey-Bass.
229. Lonti, Zsuzsanna. 2000. The impact of work characteristics and technological change on the adoption of workplace practices in government workplaces. PhD diss., University of Toronto.
230. Lonti, Zsuzsanna, and Anil Verma. 2003. The determinants of flexibility and innovation in the government workplace: Recent evidence from Canada. Journal of Public Administration Research and Theory 13 (3): 283-310.
231. Lusoli, W., and S. Ward. 2004. Digital rank and file: Party activists' perceptions and use of the Internet. British Journal of Politics and International Relations6 (4): 453-70.
232. Lyon, David. 2001. Surveillance society: Monitoring everyday life.Buckingham: Open University Press.
233. Lyon, David. 2003. Surveillance after September 11.Cambridge, UK: Polity.
234. Makin, Kirk. 2005. Computer lawsuit costs Ontario $63 million. Globe and Mail, 1 June, A1.
235. Malbin, Michael J. 2005. Will the Bipartisan Campaign Reform Act of 2002 strengthen the political system?Journal of Policy Analysis and Management24 (3): 599-610.
236. Malloy, Jonathan. 2003. To better serve Canadians: How technology is changing the relationship between members of Parliament and public servants. Toronto: Institute of Public Administration of Canada.
237. Mantagaris, Elena. 2003. The Canada Site: Bringing it together the Canadian way. Public Works and Government Services Canada. Presentation, Ottawa, 10 February.
238. Marland, Alex. 2003. Political marketing in modern Canadian elections. Paper presented at the Canadian Political Science Association Conference, Halifax.
239. Marson, Brian, and Peter Ross. 2004. Survey of DMs and CAOs: Deputy ministers identify the top management issues. Toronto: Institute of Public Administration of Canada.
240. Marson, Brian, and Peter Ross. 2005. Targeting managers. Public Sector Management16:4-11.
241. Martin, Paul. 2003. Finding our digital voice: Governing in the information age. Remarks at the Crossing Boundaries National Conference, Ottawa. http://www.crossingboundaries.ca/files/paul_martin_david_zussman_transcript.pdf.
242. Mazerolle, L., D. Rogan, J. Frank, C. Famega, and J.E. Eck. 2003. Managing citizen calls to the police: An assessment of non-emergency call systems.Cincinnati: University of Cincinnati Press.
243. McAdam, R., and R. Reid. 2000. A comparison of public and private sector perceptions and use of knowledge management. Journal of European Industrial Training24 (6): 317-29.
244. McDonald, Helen. 2003. Developing the GoC service strategy.Presentation to the Government Exchange Conference on Multi-Channel Service Delivery for Government, Ottawa.
245. McGuinty, Dalton. 2003. Memo to all Ontario Public Servants. 23 October. Borins Collection, Toronto.
246. McMahon, Tom. 2000. The impact of the Internet on Canadian elections. Electoral Insight, June. http://www.elections.ca/eca/eim/pdf/insight_2000_06_e.pdf.
247. Mechling, Jerry. 1999. Information age governance: Just the start of something big? In Democracy.com? Governance in a Networked World,ed. Elaine Kamarck and Joseph Nye, 161-91. Hollis, NH: Hollis.
248. Meckbach, G. 2001. Crown agencies use CRM to integrate data. Technology in Government8 (8): 8.
249. Ministry of Government Services. 2005. Ontario to improve management of large-scale I & IT Projects. News release, 17 November. http://www.mgs.gov.on.ca/english/ministry/releases/nr111705.html.
250. Motorola. 2002. Guide to understanding 311 systems. White paper RO-20-2005. Schaumburg, IL: Motorola.
251. Motsenigos, A. 2002. IDC reports on KM activity. KM World Magazine11 (9), 3.
252. Murphy, E.C., and M.A. Murphy. 2002. Leading on the edge of chaos: The 10 critical elements for success in volatile times.Upper Saddle River, NJ: Prentice Hall.
253. Myron, D. 2004. CRM. GOV. Customer Relationship Management8 (7), 26-29.
254. Nagourney, Adam. 2006. Politics faces sweeping changes via the Web. New York Times,2 April.
255. National Aeronautics and Space Administration. 2002. Strategic plan for knowledge management.Washington, DC: National Aeronautics and Space Administration.
256. National Audit Office. 2003a. Difficult forms: How government agencies interact with citizens.London: Stationery Office.
257. National Audit Office. 2003b. New IT systems for the magistrates courts: The Libra project.London: Stationery Office.
258. National Audit Office. 2004. Improving IT procurement: The impact of the Office of Government Commerce’s initiatives on departments and suppliers in the delivery of major IT-enabled projects. London: Stationery Office.
259. Nersessian, Mary. 2004. Sites may not click with voters. theglobeandmail.com,8 June.
260. Newcombe, Tod. 2001. Customer satisfaction. Government Technology,March. http://www.govtech.net/magazine/story.php?id=3882&issue=3:2001
261. New York City. 2000. The newest New Yorkers 2000: Immigrant New York in the new millennium. New York: Department of City Planning, Population Division.
262. Nonaka, I., and N. Konno. 1998. The concept of 'ba': Building a foundation for knowledge creation. California Management Review40 (3): 40-54.
263. Nonaka, I., and H. Takeuchi. 1995. The knowledge-creating company: How Japanese companies create the dynamics of innovation. Oxford: Oxford University Press.
264. Norris, Pippa. 2002. Revolution, what revolution? The Internet and U.S. elections, 1992-2000. In Governance.com: Democracy in the information age,ed. Elaine Ciulla Kamarck and Joseph S. Nye Jr, 59-80. Washington, DC: Brookings Institution Press.
265. O'Connell, Pamela. 2005. Do-it-yourself cartography. New York Times Magazine, 11 December.
266. Ofcom (Office of Communications). 2005. Ofcom consumer panel report: Consumers and the communications market - where we are now. London: Ofcom. http://www.ofcomconsumerpanel.org.uk/publications/consumer_panel_report.pdf.
267. Office of the Corporate Chief Strategist. 2004Strategic asset management: IT equipment acquisition.Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
268. Office of the Corporate Chief Strategist. 2004. Strategic IT asset management: Equipment life-cycle management and financing. Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
269. Office of the Corporate Chief Strategist. 2005. I & IT horizontal review: Implementation and immediate priorities.Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
270. Office of the Corporate Chief Technology Officer. 2004. Mobile devices report back: Trends and recommendations.14 May. Borins Collection, Toronto.
271. Office of the Corporate Chief Strategist. 2004. New connections: Technology outlook and directions.Corporate Chief Strategist, Office of the Corporate Chief Information Officer, Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
272. Office of the Corporate CIO. 2002. Sustaining the momentum toward e-government: I & IT medium term priorities.Management Board Secretariat, Government of Ontario. Borins Collection, Toronto.
273. Office of the Corporate CIO. 2004. Presentation to Information Technology Executive Leadership Council. 9 March. Borins Collection, Toronto.
274. Ohler, Shawn. 2005. Liberals, Tories: New kids on the blog. canada.com, 11 December. http://www.canada.com (accessed 12 December 2005).
275. Oldenburg, B. 2003. Call 311: Simplifying customer service. Summit Magazine6 (October): 16-17.
276. Ontario Liberal Party. 2003. Government that works for you: The Ontario Lib-eral plan for a more democratic Ontario. http://www.ontarioliberal.com (accessed 25 September 2003).
277. Ontario, Ministry of Consumer and Business Services. 2005. Service integration: Identifying issues at ServiceOntario. Presentation to Managing Government Information 3rd Annual Forum, 8 March. http://www.governmentevents.ca/mgi2005/Stream%204b(i).ppt.
278. Ontario, Office of the Auditor General. 2002. Annual report 2002. http://www.auditor.on.ca:81/isysquery/irl11fb/12/doc.
279. Ontario, Public Accounts Committee. 1998. Hearings on the 1998 annual report of the provincial auditor: Ministry of community and social services. 17 December. http: // www.ontla.on.ca/hansard/committee_debates/36_parl/session2/accounts/p008.htm#TopOf Page.
280. Ontario, Public Accounts Committee. 1999. Hearings on the report of the provincial auditor on the Accenture agreement. 9 December. http://www.ontla.on.ca/hansard/37_parl/session1/ Committees /Accounts/pdfP006.pdf
281. Ontario, Public Accounts Committee. 1999b. Hearings on the report of the provincial auditor on the Accenture agreement. 16 December. http://www.ontla.on.ca/hansard/37_parl/session1/Committees/Accounts/pdfP006.pdf
282. Organisation for Economic Co-operation and Development (OECD). 2001. The hidden threat to e-government. Paris: OECD. http://www.oecd.org/dataoecd/19/12/1901677.pdf.
283. Organisation for Economic Co-operation and Development (OECD). 2003. Conclusions from the results of the survey of knowledge management practices for ministries/departments/agencies of central government in OECD member countries. In Unclassified Report JT00138295.Paris: Human Resources Management Working Party, Public Governance and Territorial Development Directorate, Public Management Committee, Organization for Economic Co-operation and Development, 1-50.
284. Orlov, L. 2004. When you say 'KM,' what do you mean?CIO Magazine9 (21): 21.
285. Pal, Leslie. 1998. A thousand points of darkness: Electronic mobilization and the case of the Communications Decency Act. In Digital democracy: Politics and policy in the wired world,ed. Cynthia Alexander and Leslie Pal, 105-31. Toronto: Oxford University Press.
286. Pammett, Jon H., and Lawrence LeDuc. 2003. Explaining the turnout decline in Canadian federal elections: A new survey of non-voters. Ottawa: Elections Canada. http://www.elections.ca/content.asp?section=loi&document= internet&dir=tur/tud&lang=e&text only=false.
287. Pan, S.L., C.W. Tan, and E.T K. Lim. 2006. Customer relationship management (CRM) in e-government: A relational perspective. Decision Support Systems42(1): 237-50.
288. Parliamentary Office of Science and Technology. 2003. Government IT projects. London: Parliamentary Office of Science and Technology. http://www.parliament.uk/post/pr200.pdf.
289. Parycek, P., and H. Risku. 2004. Intercultural e-government. Proceedings of the 5th International Working Conference on Knowledge Management in Electronic Government of the International Federation for Information Processing, 47-53. Krems, Austria: Springer.
290. Peppard, J. 2000. Customer relationship management (CRM) in financial services. European Management Journal18 (3): 312-27.
291. Performance and Innovation Unit. 2002. Privacy and data-sharing.London: Performance and Innovation Unit, Cabinet Office.
292. Pfeffer, J. 1998. The human equation: Building profits by putting people first.Boston: Harvard Business School Press.
293. Phase 5 Consulting Group Inc. for the Institute for Citizen-Centred Service and the Institute of Public Administration of Canada. 2004. Taking Care of Business. Toronto: Institute of Public Administration of Canada.
294. Phase 5 Consulting Group Inc. for the Institute for Citizen-Centred Service and the Institute of Public Administration of Canada. 2005. Citizens First 4.Toronto: Institute of Public Administration of Canada.
295. PoliticsOnline. 2005. Kerry smashes every online fundraising record. Netpulse 9 (1). 5 January. http://netpulse.politicsonline.com/netpulse.asp?issue_id=09.01.
296. Potier, Beth. 2004. How did Internet affect election? Harvard University Gazette. 16 December. http://www.news.harvard.edu/gazette/2004/12.16/13-netvote.html#Zack%20Exley.
297. Procurement Policy and IT Procurement Branch, Management Board Secretariat, Government of Ontario. 2003. Government of Ontario: Procurement policies and procedures. PowerPoint presentation by Neil Sentence, Toronto. Borins Collection, Toronto.
298. Procurement Policy and IT Procurement Branch, Management Board Secretariat, Government of Ontario. 2003. MBS lessor of record update.Borins collection, Toronto.
299. Procurement Policy and IT Procurement Branch, Management Board Secretariat, Government of Ontario. 2004. Microsoft software licensing and software support services agreement. Borins collection, Toronto.
300. Procurement Policy and IT Procurement Branch, Management Board Secretariat, Government of Ontario. 2004. New corporate IT vendor of record. Borins collection, Toronto.
301. Procurement Policy and IT Procurement Branch, Management Board Secretariat, Government of Ontario. 2004. Reducing OPS reliance on consultants for enduring roles.Borins collection, Toronto.
302. Public Sector Council of Chief Information Officers of Canada/Public Sector Service Delivery Council (PSCIOC/PSSDC). 2004. Cross-jurisdictional identification, authentication and authorization working group: Identification, authentication and authorization framework policy and guidelines-Consultation draft. http://www.iccs-isac.org/eng/pubs/IAA_guidelines.pdf.
303. Public Records Office. 2001. e-Government policy framework for electronic records management.Kew, UK: Public Records Office. http://www.nationalar-chives.gov.uk/electronicrecords/pdf/egov_framework.pdf.
304. Public Sector Service Delivery Council. 2003.Integrated service delivery: A critical analysis. Project sponsors: Ellen Waxman (ON) and Bette-Jo Hughes (BC). http://www.iccs-isac.org/eng/pubs/ISD%20Critical%20Analysis_report_11%20Aug%2003.pdf.
305. Public Sector Service Delivery Council. 2003. Interjurisdictional service delivery: HR issues and challenges.Project sponsors: Wynne Young (SK) and Ed Fine (federal Treasury Board Secretariat). Available from Wynne Young, Government of Saskatchewan, Regina, SK.
306. PublicTechnology.Net. 2005. 84 million savings so far from government-Microsoft software deal. http://www.publictechnology.net (accessed 30 June 2005).
307. Public Works and Government Services Canada (PWGSC). 2004. Government On-Line. Ottawa: Public Works and Government Services Canada.
308. Public Works and Government Services Canada (PWGSC). 2005. Consulting with Canadians website: http://www.consultingcanadi-ans.gc.ca.
309. Reschenthaler, Gil, and F. Thompson. 1996. The information revolution and the new public management. Journal of Public Administration Research and Theory6 (1): 125-44.
310. Richardson, Tim. 2004. Quoted in Mary Nersessian, Sites may not click with voters. theglobeandmail.com,8 June.
311. Richter, Andrew. 1999. The revolution in military affairs and its impact on Canada: The challenge and the consequences. University of British Columbia Institute of International Relations. Working paper no. 28, March 1999.http://www.iir.ubc.ca/pdffiles/webwp28.pdf.
312. Riley, T.B. 2004a. e-Democracy seminar report. Brussels: eGovernment Unit, Information Society Directorate General, European Commission.
313. Riley, T.B. 2004b. E-Government: The digital divide and information sharing; Examining the issues. Ottawa: Report by the Commonwealth Centre for E-Governance and Riley Information Services.
314. Roberts, Alasdair. 2006. Blacked out: Government secrecy in the information age. Cambridge: Cambridge University Press.
315. Roberts, A., and S. Bretschneider. 2005. Patterns of work within government agencies: Analysis using EDRMS data. Paper presented at the 8th annual Public Management Research Association conference, Los Angeles.
316. Robillard, Lucienne. 2003. When e-government becomes simply government: Making the case for radical incrementalism in public sector governance. Paper presented at Crossing Boundaries Conference, Ottawa.
317. Rounce, Andrea D., and Norman Beaudry. 2002. Using horizontal tools to work across boundaries: Lessons learned and signposts for success.Ottawa: Canadian Centre for Management Development.
318. Rumsfeld, Donald. 2002. Transforming the military. Foreign Affairs81 (3): 20-32.
319. Samuel, Alexandra. 2004. Web plays wild card in US election. Toronto Star,19 October.
320. Sasser, D.P., and S.E. Bartczak. 2004. Identifying the benefits of knowledge management in the Department of Defense: A Delphi study. Proceedings of the 10th Americas Conference on Information Systems,New York.
321. Schmidt, Faye, and Teresa Strickland. 1999. Client satisfaction surveying: A common measurements tool (CMT).Ottawa: Canadian Centre for Management Development.
322. Schultz, R. 2003. C stands for citizen: Direct marketing business intelligence. Direct Job Zone. http://www.directmag.com/mag/marketing_stands_citizen.
323. Service Canada. 2005. Service Canada: We're open for business. http://www.servicecanada.gc.ca/en/about/launch.html.
324. Sibley, K. 2003. Quiet revolution in the North. Government Technology's Public CIO, November. http://www.public-cio.com/story.php?id=2003.11.18-77916
325. Sibley, K. 2004. Canadian cities call out for 311 non-emergency number. IT business.ca, 4 May 2004. http://www.itbusiness.ca/it/client/en/Home/News.asp?id=2549&bSearch=True.
326. Simos, Louise. 2004. Greenbelt consultation: Increasing citizen engagement. Toronto: Ministry of Municipal Affairs and Housing. Borins Collection, Toronto.
327. Simpson, R. 2004. Why projects succeed. Sungard Sherwood Systems. http://www.sungard.com/products_and_services/psnps/ukpublicsectorsolutions/information/why projectssucceedwhitepaperv1.002dec04.pdf.
328. Skyrme, D.J. 2003. Public sector-blic knowledge: The KM contribution to better government.Highclere, Newbury, UK: Ark Group/David Skyrme Associates.
329. Smith, Graeme. 2003. PCs solicit votes with mass e-mail campaign. Globe and Mail, 27 September, 65-116.
330. Smith, K.D., and W.G.K. Taylor. 2000. The learning organisation ideal in civil service organisations: Deriving a measure. Learning Organization7 (4): 194-206.
331. Snellen, I. 2003. E-knowledge management in public administration: An agenda for the future. Proceedings of the 4th International Working Conference on Knowledge Management in Electronic Government of the International Federation for Information Processing, Springer, Rhodes, Greece, 70-5.
332. Sobers, Tracey. 2004. Memorandum to all executive assistants, Office of the Premier staff, Cabinet Office staff. 29 August. Borins Collection, Toronto.
333. Stewart, Cheryl. 2004. The Internet and e-democracy: An opportunity to create a space for engagement between Parliament and citizens. Paper presented to symposium on A New Agenda for e-Democracy, Oxford.
334. Stewart, Sinclair, and Jane Taber. 2006. Brison sent e-mail to Bay Streets star income-trust guy. Globe and Mail, 9 March.
335. Stewart, T.A. 2001. Intellectual capital: Ten years later, how far we've come. Fortune,28 May, 192-4.
336. Suellentrop, Chris. 2003. We'll see if it happens: Will Howard Dean do what he just said he would? Slate.com, 7 November. http://slate.msn.com/id/2090927.
337. Sullivan, H., and C. Skelcher. 2002. Working across boundaries: Collaboration in public services. Basingstoke, UK: Palgrave.
338. Tatle. 2005. Norwegian minister: Proprietary formats no longer acceptable in communication with government. http://www.andwest.com:16080/weblog/tatle/agenda/2005/06/27/Norwegian_Minister_Proprietary_Standards_No_Longer_Acceptable_in_Communication_with_Government.html.
339. Technology in Government. 2005. Ontario saving money by consolidating services. 1 May. http://www.itbusiness.ca/it/client/en/TechGovernment/Home.asp(accessed 2 May 2005).
340. Telus. 2004. Joint Part VII Application by the City of Calgary, the City of Toronto, the Halifax Regional Municipality, La Ville de Gatineau, and the Regional Municipality of Halton seeking CRTC Designation of 3-1-1 for Non-Emergency Municipal Government Services in Canada: Telus Corporation. http://www.crtc.gc.ca/PartVII/eng/2003/8665/telus/040112.doc (accessed 25 December 2004).
341. Ticoll, David. 2004. Why a $180 million computer can't deliver a welfare hike. Globe and Mail,15 July, 78.
342. Tierney, Tim, Liberal Party Webmaster, 2004. Federal website survey. 9 September.
343. Toronto Star. 2004. Sour grapes over MPPs BlackBerries. http://www.thestar.com, 3 May.
344. Toronto Star. 2005. Don't lose that number (Toronto 311). Editorial.
345. Tossell, Ivor. 2006. We stand on-line for the Tories. Globe and Mail, 5 May.
346. Transformational Government Strategy Project Team. 2005. Transformational government: Enabled by technology.Report to the CIO Council and the Service Transformation Board. London: E-Government Unit, Cabinet Office. http://www.cio.gov.uk/documents/pdf/transgov/strategy-workfile.pdf.
347. Treasury Board of Canada. 2005. Management in the government of Canada: A commitment to continuous improvement. www.tbs-sct.gc.ca.October.
348. Treasury Board Secretariat. 1994. Blueprint for renewing government services using Information Technology.Ottawa: Supply and Services Canada.
349. Treasury Board Secretariat. 2004. Service delivery network profile summary report.March. Borins Collection, Toronto.
350. United Nations. 2004. UN global e-government readiness report 2004: Towards access for opportunity. New York: United Nations. Produced by Department of Economic and Social Affairs, Division for Public Administration and Development Management. http://unpan1.un.org/intradoc/groups/public/documents/un/unpan019207.pdf.
351. Van Riper, F. Paul, and F.G. Hoffman. 1998. Pursuing the real revolution in military affairs: Exploiting knowledge-based warfare. National Security Studies Quarterly14 (3): 1-19.
352. Velenosi, Jill. 2002. The GOC service strategy. Presentation to TBS Academic Advisory Council, Ottawa.
353. Vincent, Charles, and Nicholas Prychodko. 2002. Working horizontally across the Canadian public sector. Canadian Government Executive6: 18-20.
354. Walker, D. 2002. Homeland security: Critical design and implementation issues. Statement of David Walker, comptroller general of the United States, GAO-02-957T. Washington, DC: United States General Accounting Office.
355. Walton, Dawn. 2005. Ottawa plots making maps without paper. Globe and Mail, 4 October, 68.
356. Walton, G., and A. Booth, eds. 2004. Exploiting knowledge in health services. London, UK: Facet Publishing.
357. Ward, S., and W. Lusoli. 2005. 'From weird to wired': MPs, the Internet and representative politics in the UK. Journal of Legislative Studies 11 (1): 57-81.
358. Ward, S., W. Lusoli, and R. Gibson. 2005. Old politics, new media: Parliament, the public and the Internet. Paper presented at the Political Studies Association annual conference, Leeds.
359. Watkins, Mike. 2005. Election 2006: Party Web sites. mikewatkins dot net,28 November.
360. Weick, K.E., and K.M. Sutcliffe. 2001. Managing the unexpected: Assuring high performance in an age of complexity. San Francisco: Jossey-Wiley.
361. Weinstock, M. 2001. Human capital: People persons. Govexec.com,1 May. http://www.govexec.com/features/0501/0501s2.htm.
362. West, Darrell. 2003. Global e-government survey. Providence: Center for Public Policy, Brown University.
363. West, Darrell. 2005. Digital government: Technology and public sector performance.Princeton, NJ: Princeton University Press.
364. Wiig, K.M. 2002. Knowledge management in public administration. Journal of Knowledge Management6 (3): 224-39.
365. Winsor, Hugh. 2004. Attack ads attacked. Globe and Mail,19 June.
366. Woods, G., C. Lantsheer, and R.E. Clark. 1998. Focusing learning on customerservice: An example from the public sector. Learning Organization5 (2): 74-82.
367. Xenakis, A., and A. Macintosh. 2003. Using knowledge management to improve transparency in e-voting. Proceedings of the 4th International Working Conference on KM in Electronic Government of the International Federation for Information Processing, Springer, Rhodes, Greece, 2003, 274-84.
368. Zaharova, S., and K. Zelmene. Knowledge management in delivering customer oriented services in public sector. Proceedings of the 5th International Working Conference on Knowledge Management in Electronic Government of the International Federation for Information Processing, Springer, Krems, Austria, 2004, 37-46.