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On process modelling between contact centres and administrations in Swedish municipalities
University West, Department of Economics and IT, Division of Computer Science and Informatics.ORCID iD: 0000-0002-3074-5682
Institutionen för ingenjörsvetenskap, Linnéuniversitet.
University West, Department of Economics and IT, Division of Computer Science and Informatics. (Innoveta)
2010 (English)In: Proceedings of the 33rd IRIS Seminar. 2010 / [ed] Hanne Westh Nicolajsen, John Persson, Lise Heeager, Gitte Tjørnehøj, Karlheinz Kautz, Peter Axel Nielsen, Rebild, 2010Conference paper, Published paper (Refereed)
Abstract [en]

Establishing contact centres in municipalities is a contemporary issue. Many

municipalities started establishing contact centres as the municipalities face towards the

environment. A problem often neglected is the integration of the contact centre with the other

administrations of the municipality. Our focus lies on designing common processes in the

municipality for ensuring an information flow between the contact centre and the administrations.

Derived from the empirical data, the authors present a model with the purpose to establish

processes, which might reduce conflicts between the contact centre and the administrations. A

focus is on the use of naming and tagging matters. The model is based upon the use of ontologies

of the clerks working with a matter in a workflow. One characteristic of this model is that the

ontologies are developed in close cooperation with the clerks. 

Place, publisher, year, edition, pages
Rebild, 2010.
Keyword [en]
process modelling, municipalities, contact centres, ontology
National Category
Information Science
Research subject
SOCIAL SCIENCE, Informatics; Work Integrated Learning
Identifiers
URN: urn:nbn:se:hv:diva-2853ISBN: 978-87-992586-1-7 (CD) (print)OAI: oai:DiVA.org:hv-2853DiVA: diva2:371728
Conference
IRIS 33, Rebild, Danmark
Available from: 2010-11-22 Created: 2010-11-22 Last updated: 2015-09-15Bibliographically approved

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Citation style
  • apa
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  • en-US
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