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Lessons Learned from the Implementation of Contact Centers in Swedish Municipalities
University West, Department of Economics and IT, Division of Media and Design. (LINA)ORCID iD: 0000-0002-2118-2152
University West, Department of Economics and IT, Divison of Informatics. (LINA)ORCID iD: 0000-0003-3914-3212
2013 (English)In: Proceedings of the 13th European Conference on e-Government: University of Insubria, Varese, Italy, 13-14 June 2013 / [ed] Elena Ferrari and Walter Castelnovo, Reading, 2013, p. 63-71Conference paper, Published paper (Refereed)
Abstract [en]

Abstract: Two case studies of the implementation of contact centers (CCs) in Swedish municipalities were compared and analyzed. The purpose of the article is to focus on lessons learned from the perspectives of the management and the employees in the organizations according to the MOA-model. The research method used was semi-structured qualitative interviews with different personnel categories in both municipalities. According to our findings the implementation strategies varied among the two cases. The strategies affected the pace of implementation, attitudes and motivation aspects and understanding of the implementation. The potential of using registered information as a source for planning and decision-making was not fully utilized in the municipal organizations, although some statistics were produced. In both cases there was a combination of formal and informal learning strategies and flexible co-operation among the employees in the CCs which contributed to continuous learning processes and a good, co-operative working climate. Some learning challenges for the handling officers at the back offices were to adapt to a more process-oriented organization. Initially, many handling officers at the back-office were afraid of losing their jobs and work tasks to CC, contributing to negative attitudes towards CC, and hampering the learning process in taking part in the implementation process. The establishment of a CC is a comprehensive organizational change process affecting the whole municipal administration. A challenge for the municipalities is to formulate relevant strategies and manage the implementation in order to involve all employees.

Place, publisher, year, edition, pages
Reading, 2013. p. 63-71
Keywords [en]
lessons learned, municipal contact centers, implementation, e-government, MOA model, planning
National Category
Social Sciences
Research subject
SOCIAL SCIENCE, Public administration; SOCIAL SCIENCE, Informatics
Identifiers
URN: urn:nbn:se:hv:diva-5465ISBN: 978-1-909507-23-1 ISBN: 978-1-909507-22-7 (print)OAI: oai:DiVA.org:hv-5465DiVA, id: diva2:631208
Conference
13th European Conference on e-Government, Univeristy of Insubria, Varese, Italy 13-14 June 2013
Available from: 2013-06-20 Created: 2013-06-20 Last updated: 2016-11-13Bibliographically approved

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Bernhard, IreneGrundén, Kerstin

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