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Evaluation of Contact Centre Implementation in a Swedish Municipality with Focus on Social Aspects
Högskolan Väst, Institutionen för ekonomi och it, Avd för datavetenskap och informatik.ORCID-id: 0000-0003-3914-3212
2010 (Engelska)Ingår i: Proceedings of the 10th European Conference on e-Government / [ed] O’Donnell, David, Limerick: Academic Publishing International , 2010Konferensbidrag, Publicerat paper (Refereegranskat)
Abstract [en]

A case study of the implementation of a contact centre in a Swedish municipality was analysed and discussed. The MOA-E model was used as a theoretical frame of reference of the study. In the study mainly social consequences from the perspective of the employees were focussed. Semi-structured interviews were made with managers and employees at the contact centre and the governmental agencies. Negative attitudes from handling officers at governmental agencies affected were one of the most difficult problems to solve when the contact centre was implemented. Some reasons behind the negative attitudes were related to fears for loosing work tasks or even loose their jobs and to professionalization struggles. The management had their main focus on the employees at the contact centre during the implementation process compared with the professionals at the governmental agencies. A lack of management attention caused a feeling of inadequacy among some professionals at the governmental agencies. There is a need for more focus from management also on work aspects at the governmental agencies during the implementation process of the contact centre. The management need also to be more aware of social aspects affecting the implementation process. Increased user participation during the implementation could be a way to increase the motivation and lead to more positive attitudes.

 

Ort, förlag, år, upplaga, sidor
Limerick: Academic Publishing International , 2010.
Nyckelord [en]
Contact centre, evaluation, e-Government, implementation
Nationell ämneskategori
Systemvetenskap, informationssystem och informatik
Forskningsämne
SAMHÄLLSVETENSKAP, Informatik
Identifikatorer
URN: urn:nbn:se:hv:diva-2658ISBN: 978-1-906638-63-4 (tryckt)OAI: oai:DiVA.org:hv-2658DiVA, id: diva2:350230
Konferens
EGOV2010, University of Limerick, National Centre for Taxation Studies, Irland, 17-18 juni
Tillgänglig från: 2010-09-10 Skapad: 2010-09-10 Senast uppdaterad: 2018-01-12Bibliografiskt granskad

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