[영문]UK public services are characterised by a tension between a model of the service user as a customer of public services and a model which envisages the user as a citizen. Drawing on empirical work in one local authority, we argue that in this tension the model of the customer is bolstered by the availability of ?shrink wrapped? or ?black boxed? IT-based ?solutions?, available under the rubric of Customer Relationship Management. We argue that those who advocate the citizen perspective need to engage at this material and technological level if they are to be effective.