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Citizen's Perspectives on Municipalities' E-Services: A Study about how a Municipality works with their E-Services and how they involve the Citizens
Högskolan Väst, Institutionen för ekonomi och it, Avd för informatik.
2020 (engelsk)Independent thesis Advanced level (degree of Master (One Year)), 10 poäng / 15 hpOppgave
Abstract [en]

Digitalization and e-services are a hot topic within the Swedish municipalities today. There are a lot of discussions about how the municipalities can improve their services with the help of digital tools. However, the one thing that is often missed is what the citizens or end users' needs and want from a service. Through a mixed method approach, this research is looking into how one municipality in the western part of Sweden are working with their e-services and what the citizens think about them. In the study, the results show that the municipality needs a general strategic position in relation to digitalization. The research also show that it is more about the process and journey for both the employees and citizens rather than a question about which digital tool or service that they should use. The municipality is in the initial phase of digitalization and they need to have both the employees and the citizens on board to be able to succeed.

sted, utgiver, år, opplag, sider
2020. , s. 56
Emneord [en]
Public E-Service, Digitalization, Effectivization, E-Government, Citizen-Centricity, Municipality
HSV kategori
Identifikatorer
URN: urn:nbn:se:hv:diva-15842Lokal ID: EXI802OAI: oai:DiVA.org:hv-15842DiVA, id: diva2:1470611
Fag / kurs
Informatics
Utdanningsprogram
IT och verksamhetsutveckling
Veileder
Examiner
Tilgjengelig fra: 2020-10-09 Laget: 2020-09-25 Sist oppdatert: 2020-10-26bibliografisk kontrollert

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