Abstract
Among the recent measures undertaken in Canada to adapt the public sector to the ‘new economy’ in order to maintain or enhance economic competitiveness on an international level has been the adoption of new technologies and e-government, affecting both labour processes and service delivery. All three levels of government — municipal, provincial, and federal — have adopted ‘virtual service techniques’. This paper examines telemediated processes and new work arrangements in the public sector and raises questions regarding the impact on workers and their trade unions, working conditions, service delivery, and social citizenship.
Highlights
Over the past twenty-five years, profound transformations in the worlds of work and employment have posed major challenges for workers in their search for secure and meaningful employment
This paper will examine key issues emerging for workers and their trade unions resulting from the increasing use of call centres and e-government to provide public services
In the context of a growth in call centres where staff use telephones to provide services and/or respond to queries by email, this paper examines these new labour processes and the transformation of public sector work
Summary
Over the past twenty-five years, profound transformations in the worlds of work and employment have posed major challenges for workers in their search for secure and meaningful employment. A growing number of government workers are located in call centres, providing services and answering queries from the public on issues related to taxation, health, employment, and veterans’ affairs, among other matters.
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