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Implementation of a contact Centre in a Swedish Municipality
University West, Department of Economics and IT, Divison of Informatics. (Innoveta-projektet)ORCID iD: 0000-0003-3914-3212
2011 (English)In: Proceedings of the 11th European Conference on e-Government / [ed] Klun, Maja, Decman, Mitja and Jukic, Tina., Reading, UK: Academic Publishing Limited , 2011, 296-303 p.Conference paper, (Refereed)
Abstract [en]

Implementation of a contact centre (CC) in a Swedish municipality was analysed and discussed. Interviews were made with 16 respondents in different organizational units and positions. The implementation of CC was successful so far, but it will be a challenge to have continuous learning possibilities for the municipality guides, in order to avoid future monotonous work situations. There was an alternation between a top down and bottom up approach in the implementation work. There was even a need for increased focus on back-office and social aspects in the further implementation work. There was also a need to communicate personnel strategies related to the transfer of work tasks from the administrations and CC, in order to reduce anxiety and concerns about change of work situations for the handling officers. There were some problems with different mental images among the handling officers and the project management regarding the vision for the implementation.  There was also a need for more co-operation between the project team and the handling officers in order to have a more homogenous implementation process at the different units. Furthermore, there was a need for increased competence development education of the handling officers. E-learning combined with group discussions could be relevant educational forms.

Place, publisher, year, edition, pages
Reading, UK: Academic Publishing Limited , 2011. 296-303 p.
Keyword [en]
Contact centre, e-Government, implementation, municipality, evaluation, e-learning.
National Category
Information Science
Research subject
SOCIAL SCIENCE, Informatics
Identifiers
URN: urn:nbn:se:hv:diva-3513ISBN: 978-1-908272-01-0 CD (print)OAI: oai:DiVA.org:hv-3513DiVA: diva2:432112
Conference
ECEG2011 (11th European Conference on e-Government
Projects
Innoveta-projektet (finansierat av Vinnova).
Available from: 2011-07-31 Created: 2011-07-31 Last updated: 2015-03-04Bibliographically approved

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CiteExportLink to record
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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
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  • asciidoc
  • rtf