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Policy entrepreneurs in networks: implementation of two Swedish municipal contact centres from an actor perspective
KTH, School of Architecture and the Built Environment (ABE), Urban Planning and Environment, Urban and Regional Studies.ORCID iD: 0000-0002-2118-2152
2014 (English)In: International Journal of Entrepreneurship and Small Business, ISSN 1476-1297, E-ISSN 1741-8054, Vol. 21, no 3, 288-302 p.Article in journal (Refereed) Published
Abstract [en]

This study aims to elaborate on the meanings of policy entrepreneurs and through the conceptualisation analysing implementation of local municipal contact centres - a Swedish local e-governmental initiative. The paper builds on qualitative case studies including interviews, observations and document analysis, all analysed through the perspective of policy entrepreneurs. Local policies are implemented in relation to local cultures, norms and economic structures. The networked governance structure demands entrepreneurial actors to combine resources and interests into a change. Here it is identified both theoretically and practical, two types of such entrepreneurial actors. The issue entrepreneur focuses on the issue as such and focuses on the solution to a single problem. The political entrepreneur, on the other hand, focuses on core values and long term structural changes. The emerging networked governance structure asks for improved knowledge on policy entrepreneurship both for analytical and practical improvements. The findings may provide useful information for municipal e-government planning specifically when planning for implementing contact centres. The study enriches the existing literature on policy entrepreneurs in networks expanding the roles to include also local e-government contexts.

Place, publisher, year, edition, pages
United Kingdom: InderScience Publishers, 2014. Vol. 21, no 3, 288-302 p.
Keyword [en]
policy entrepreneurs, municipal contact centre, networks, local e-government, Sweden, local planning, governance
National Category
Social Sciences
Research subject
Planning and Decision Analysis
Identifiers
URN: urn:nbn:se:kth:diva-152587DOI: 10.1504/IJESB.2014.060893Scopus ID: 2-s2.0-84899797619OAI: oai:DiVA.org:kth-152587DiVA: diva2:750474
Note

QC 20140929

Available from: 2014-09-29 Created: 2014-09-29 Last updated: 2017-12-05Bibliographically approved
In thesis
1. E-government and E-governance: Local Implementation of E-government Polices in Sweden
Open this publication in new window or tab >>E-government and E-governance: Local Implementation of E-government Polices in Sweden
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

It is recognized in international research that the public sector has been transformed into a networked, open and more flexible, informal and interactive governance structure. This is described as a transition from “government to governance”. Sweden is one of the international leaders with regards to e-government development. The objective of this thesis is to provide a deeper understanding of how e-government policies are implemented in an e-governance context, through empirical case studies in Sweden. The focus is on the local level. The overall research question is: How is e-government policy put into practice when focusing on the local level? This is reported in four articles.

Case study methodology is used as research method, including interviews, focus group interviews, document studies, and some participatory observations. The analysis is partly based on an inductive methodological approach, since this is a new, emerging field of innovative policy and practice.

The analysis arrives at three overarching conclusions: (1) In practice, when e-government policy is implemented and translated at the local level, it tends to happen in an e-governance setting conducted by policy entrepreneurs or promoted by entrepreneurial behaviour in public administration. E-government policies are implemented in relation to local cultures, norms and economic structures. (2) Implementation of e-government and e-governance initiatives requires trust in the service provision among public administrators as well as among citizens. Efficiency and citizen-centred approaches in the redesign of information relationships between public administration and citizens to create some sort of added value are crucial. (3) The thesis indicates that there are two main implications of municipal contact centres (CCs): they localize public services and they combine different services into a one-stop practice striving to provide “holistic” services to the individual citizen. However, although the use of ICT is essential for the organisational transformation, the results indicate that the organisational settings and internal anchoring are greater constraints than new technology for implementation of local e-government and e-governance initiatives in the form of contact centres. One example for potential added value is the source of information of citizens’ issues through the implementation of municipal contact centres, which may have a positive impact on the conditions for local planning.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2014. vii, 38 p.
Series
TRITA-SOM, ISSN 1653-6126 ; 14:11
Keyword
e-governance, e-government, implementation, policy entrepreneurs, municipal contact centres, policy networks, New Public Management, Sweden
National Category
Social Sciences
Research subject
Planning and Decision Analysis
Identifiers
urn:nbn:se:kth:diva-152613 (URN)978-91-7595-238-3 (ISBN)
Public defence
2014-10-09, sal F3, Sing Sing, Lindstedtsvägen 26, KTH, Stockholm, 09:30 (Swedish)
Opponent
Supervisors
Note

QC 20140929

Available from: 2014-09-29 Created: 2014-09-29 Last updated: 2014-09-29Bibliographically approved

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Bernhard, Irene

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