The good thing with doing formal research is that you have to read a lot of stuff that otherwise you might ignore…
A colleague recently recommended a paper by James Cornford and Paul Richter at Newcastle Business School entitled ‘Customer Focus in UK e-Government: Or, putting the Politics back into e-Government’. Not the easiest read I’ve had this year, it does have a heavy sociological bent but the gist seems to be that government has adopted a model of the ‘customer’ that it sees but that this is not what the actual customer is and that government needs to re-engage and find out what citizens want or need. A case of misrepresentation or mistaken identity?
The Great E-mancipator 
Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .
Jason Rakowski