Local e-Government in Sweden: Municipal Contact Centre Implementation with Focus on Public Administrators and Citizens
2014 (English)In: The Journal of Community Informatics, ISSN 1712-4441, Vol. 10, no 1, 1-15 p.Article in journal (Refereed) Published
The aim of the article is to analyze the implementation of municipal contact centers (CCs) – an e-government initiative on the local level- from the perspectives of public adiminstrators and the citizens. This article is based on case studies from four Swedish municipalites. The results indicate that the CCs: contribute to increased access to municipal service, localize public services and combine different services into a one-stop practice striving to provide a “holistic” approach to the individual citizen in her local context. However, the quality of the service also depends on the organization of the work within the back office of the municipalities. All issues from citizens were registered in a common database which may be a potantail contribution local planning and to increased knowledge about the citizens’ needs and perceptions regarding municipality services.
Place, publisher, year, edition, pages
Vancouver, Canada: open journal systems , 2014. Vol. 10, no 1, 1-15 p.
e-government, municipal contact centre, implementation, citizens, public administrators
Research subject Planning and Decision Analysis
IdentifiersURN: urn:nbn:se:kth:diva-133772OAI: oai:DiVA.org:kth-133772DiVA: diva2:663241
http://ci-journal.net/index.php/ciej/article/view/860/1044 länk till artikeln
QC 201409292013-11-112013-11-112014-09-29Bibliographically approved