Abstract: A case study of the implementation of a contact centre (CC) in a Swedish municipality was described and discussed. The implementation was an example of a local e-Government initiative. Seventeen employees at the municipality were interviewed. The initial implementation of the CC was done quickly, with a top-down approach. There were initial problems with negative attitudes towards the CC from the employees at the municipal departments. The new technology systems contributed to increased efficiency and to a more process-oriented organization. The CC was largely well-functioning, and many handling officers were relieved of work tasks related to the implementation of CC. There was a need for further competence development among the service handling officers at the CC. The number of incoming matters increased, related to the increased availability to citizens of municipal services.