Change search
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
Evaluation of Contact Centre Implementation in a Swedish Municipality with Focus on Social Aspects
University West, Department of Economics and IT, Division of Computer Science and Informatics.ORCID iD: 0000-0003-3914-3212
2010 (English)In: Proceedings of the 10th European Conference on e-Government / [ed] O’Donnell, David, Limerick: Academic Publishing International , 2010Conference paper, Published paper (Refereed)
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.

 

Place, publisher, year, edition, pages
Limerick: Academic Publishing International , 2010.
Keywords [en]
Contact centre, evaluation, e-Government, implementation
National Category
Information Systems
Research subject
SOCIAL SCIENCE, Informatics
Identifiers
URN: urn:nbn:se:hv:diva-2658ISBN: 978-1-906638-63-4 (print)OAI: oai:DiVA.org:hv-2658DiVA, id: diva2:350230
Conference
EGOV2010, University of Limerick, National Centre for Taxation Studies, Irland, 17-18 juni
Available from: 2010-09-10 Created: 2010-09-10 Last updated: 2018-01-12Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Konferensens hemsida

Authority records BETA

Grundén, Kerstin

Search in DiVA

By author/editor
Grundén, Kerstin
By organisation
Division of Computer Science and Informatics
Information Systems

Search outside of DiVA

GoogleGoogle Scholar

isbn
urn-nbn

Altmetric score

isbn
urn-nbn
Total: 155 hits
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