The use of Call Centres by local public administrations

European local public administrations (PA) are rapidly adopting information and communications technologies often with a view to offering e-commerce. Call Centres (CCs) feature prominently in the technology mix used by private sector e-commerce, but as a survey in this paper shows, CCs are less often used in public sector. This paper analyses the differences between private and public sector commerce and their implications for public sector e-commerce and its prospective use of CCs over the next ten years. It outlines the evolution of CC technologies and argues that current developments make the technology increasingly appropriate for the public sector. A model of e-commerce featuring connectivity, interactivity and agility is developed in the paper. From this it is concluded that many of the advantages from the use of CCs by PAs, are in system integration and process re-engineering — attributes positioned in terms of bridging technology and acting as a learning organisation. From this perspective, the paper concludes that CCs are likely to increasingly feature in the information and communications technology-mix for e-commerce delivery of PAs over the next ten years.