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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
University West, School of Business, Economics and IT, Divison of Informatics.
2020 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
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.

Place, publisher, year, edition, pages
2020. , p. 56
Keywords [en]
Public E-Service, Digitalization, Effectivization, E-Government, Citizen-Centricity, Municipality
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:hv:diva-15842Local ID: EXI802OAI: oai:DiVA.org:hv-15842DiVA, id: diva2:1470611
Subject / course
Informatics
Educational program
IT och verksamhetsutveckling
Supervisors
Examiners
Available from: 2020-10-09 Created: 2020-09-25 Last updated: 2020-10-26Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf