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Evaluation of Customer Centre and e-Services in a Swedish Municipality with Focus on the Citizens' Perspective
University West, Department of Economics and IT, Division of Law, Politics and Economics. (innoveta)ORCID iD: 0000-0002-2118-2152
2009 (English)In: 3rd European Conference on Management and Evaluation / [ed] Jan Ljungberg and Kerstin Grundén, Reading: Academic Publishing Limited , 2009, 34-41 p.Conference paper, (Refereed)
Abstract [en]

Communication and quality of service to the citizens are considered to be of utmost importance in today’s society. Even though the Swedish municipalities have a high level of self-regulation and freedom to organize communication and dialogue with their citizens in their own way, the Swedish government has expressed their demands of increased expectations by citing the potential of e-governance and high quality of service in order to increase the efficiency of the service to the citizens. To implement customer centres is one way to meet these demands. This paper offers a critical evaluation of consequences for Swedish citizens regarding the quality of service from the citizens’ perspective in a municipality where a new customer centre and e-services have been developed and established. The main research method is qualitative based upon analysis from interviews with different personnel categories of employees within the municipality. The results are also based on analysis of customer investigations. The results show that this implementation and developing of e-services are mostly positive for the quality of service to the citizens but there are also some weak aspects found.

Place, publisher, year, edition, pages
Reading: Academic Publishing Limited , 2009. 34-41 p.
Keyword [en]
customer centre, evaluation, municipality citizen communication, e-service, digital divide
National Category
Information Systems, Social aspects
Research subject
SOCIAL SCIENCE, Informatics
Identifiers
URN: urn:nbn:se:hv:diva-1999ISBN: 978-1-906638-44-3 Cd (print)OAI: oai:DiVA.org:hv-1999DiVA: diva2:279348
Conference
3rd Conference on Management and Evaluation
Projects
Innoveta
Available from: 2009-12-02 Created: 2009-12-02 Last updated: 2016-11-13Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • 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