The aim of this study is to investigate the role Business Intelligence (BI) can play in government and more specifically at the municipality level. The study aims to investigate how data collected from a municipality Contact Center can be leveraged with the help of a BI solution. The study focuses on the Contact Center at Järfälla Kommun (municipality) and investigates whether a BI implementation can help to realize more effective planning, resource allocation and improved services and e-services. Municipality Contact Centers are becoming an increasingly popular precedent providing municipal residents with a centralized service where they can make inquiries, provide information, lodge complaints or commend actions related to activities within the specific municipality. BI can turn raw data into concrete figures and reports, map patterns and trends and support effective decision making. It can also however be costly and difficult to integrate and face resistance due to perceived complexity. This paper aims to take such notions into consideration and investigate the feasibility of implementing such a solution in the context of a municipality Contact Center.

This paper identifies various benefits and drawbacks from literature which are then modeled into a SWOT framework. In addition, semi-structured interviews are utilized in this study and targeted at stakeholders knowledgeable in the Contact Center, BI, or both. Findings from the SWOT framework will be measured against the findings from the interviews and an analysis of correlations between the two sources will be investigated.