E-communication impact on Local Government services quality: an empirical analysis

The aim of this paper is to conduct an explorative research to analyse how “E-communication” is being implemented in the Italian Local Government and how those innovations are positively improving public services quality and customer orientation. Starting from a literature review about the shift from citizens’ to customers’ orientation in the public sector, the study gives an overview of the new available “E-communication” technologies and their benefits. Drawing on the related Italian legislative provisions (L. n.4 09/01/2004; D. Lgs. n.82 07/03/2005), the status of the practical application of these “E-tools” is explored through an empirical analysis of web sites, driven by a suggested conceptual model. Data are collected from a significant sample of Italian Local Government agencies according to a stratified sampling (based on geographical and dimensional criteria). Outcomes are discussed together with theoretical implications about potential public services quality improvements provided by “E-communication”. Generalizable future streams of research are derived, as well.