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Implementation of a Contact Centre: a Local eGovernment Initiative
University West, Department of Economics and IT, Division of Computer Science and Informatics. (LINA)ORCID iD: 0000-0003-3914-3212
University West, Department of Economics and IT, Division of Media and Design. (LINA)ORCID iD: 0000-0002-2118-2152
2012 (English)In: Proceedings of the 12th European Conference of e-Government: ESADE Ramo Llull University Barcelona, Spain 14-15 June 2012 / [ed] Dr. Mila Gascó, Reading, UK: Academic Publishing International, 2012, p. 329-335Conference paper, Published paper (Refereed)
Abstract [en]

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.

Place, publisher, year, edition, pages
Reading, UK: Academic Publishing International, 2012. p. 329-335
Keywords [en]
municipal contact centre, local e-government, implementation
National Category
Other Social Sciences not elsewhere specified
Research subject
SOCIAL SCIENCE, Public administration
Identifiers
URN: urn:nbn:se:hv:diva-4446Scopus ID: 2-s2.0-84870890931ISBN: 978-1-908272-42-3 (print)ISBN: 978-1-908272-41-6 (print)OAI: oai:DiVA.org:hv-4446DiVA, id: diva2:537013
Conference
12th European Conference of e-Government
Available from: 2012-06-25 Created: 2012-06-25 Last updated: 2016-11-13Bibliographically approved

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Grundén, KerstinBernhard, Irene

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
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  • en-US
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  • nn-NO
  • nn-NB
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Output format
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  • asciidoc
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