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Towards Inclusive E-Government: The Development of Municipal Contact Centers in Sweden
Högskolan Väst, Institutionen för ekonomi och it, Avd för medier och design. (LINA)ORCID-id: 0000-0002-2118-2152
Högskolan Väst, Institutionen för ekonomi och it, Avd för informatik. (LINA)ORCID-id: 0000-0003-3914-3212
2013 (engelsk)Inngår i: Developing E-Government Projects: Frameworks and Methodologies / [ed] Zaigham Mahmood, Hershey, PA: Information Science Reference, 2013, 1, s. 225-247Kapittel i bok, del av antologi (Fagfellevurdert)
Abstract [en]

In this chapter, five case studies of the implementation of contact centers in Swedish municipalities are described and discussed with a focus on inclusive e-government. The research methods used are mainly qualitative interviews with different categories of municipal personnel and also with some citizens. The main conclusions are that the implementation of contact centers contributes to increased accessibility of municipal services, even for those citizens who might have problems using Internet services. The study indicates and development towards increased equal treatment of citizens and a contribution to reducing problems related to the “digital divide.” Municipal services became more adapted to citizens’ needs by using citizen-centric methods and dialogue during the development process and in the daily work of the contact centers. The implementation of municipal contact centers can thus be seen as a step towards inclusive e-government, but there is still a need to go further in this direction.

sted, utgiver, år, opplag, sider
Hershey, PA: Information Science Reference, 2013, 1. s. 225-247
Serie
Advances in electronic government, digital divide and regional development (AEGDDRD) book series, ISSN 2326-9103
Emneord [en]
Municipal contact center, inclusive, e-government, citizen-centric, implementation, New Public Management, digital divide
HSV kategori
Forskningsprogram
SAMHÄLLSVETENSKAP, Informatik; SAMHÄLLSVETENSKAP, Offentlig förvaltning; Arbetsintegrerat lärande
Identifikatorer
URN: urn:nbn:se:hv:diva-5341DOI: 10.4018/978-1-4666-4245-4.ch011Scopus ID: 2-s2.0-84899891728ISBN: 978-1-4666-4245-4 (tryckt)ISBN: 978-1-4666-4246-1 (tryckt)ISBN: 978-1-4666-4247-8 (tryckt)OAI: oai:DiVA.org:hv-5341DiVA, id: diva2:622803
Tilgjengelig fra: 2013-05-23 Laget: 2013-05-23 Sist oppdatert: 2016-11-13bibliografisk kontrollert

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Bernhard, IreneGrundén, Kerstin

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