The Political Character of Computerization in Service Organizations: Citizen Interests or Bureaucratic Control

Abstract

This article explores the provocative question; Are computerized systems at the local government level bringing about new services and more equitable distribution of service benefits and costs, or are they more likely to be instruments of political elites, reinforcing the traditional distribu tion of values and services? An empirical examina tion of computing investments by American local governments supports the second alternative: com puting investments appear to be oriented toward governmental efficiency and enhancing the choices of top-level administrators, rather than toward direct service delivery and increasing the choices of citizens.