Culture in the back office can obviously have fall-out in service to the citizen. This is subject of studies published in the Journal of Consumer Research and covered in a recent podcast from Scientific American.
Although not directly associated with government service, I am sure the effect will apply equally. If employees are witnessed being rude to each other, the customer generalizes this negative view across the organization.
Where does this apply to e-government? The back-office culture, along with that of those developing the services needs to be citizen-focused, and if we’re not “happy bunnies” it’ll reflect in the delivery of services. Organizational culture is everything.
Remember your fellow workers!