Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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
  • text
  • asciidoc
  • rtf
Local e-Government in Sweden: Municipal Contact Center implementation with focus on Citizens and Public Administrators
University West, Department of Economics and IT, Division of Media and Design.ORCID iD: 0000-0002-2118-2152
2014 (English)In: The Journal of Community Informatics, ISSN 1712-4441, Vol. 10, no 1Article in journal (Refereed) Published
Abstract [en]

The aim of the article is to analyze the implementation of municipal contact centers (CCs) - an e-government initiative on the local level - from the perspectives of citizens and public administrators. This article is based on case studies from four Swedish municipalities. The results indicate that the CCs: contribute to increased access to municipal service, localize public services and combine different services into a one-stop practice striving to provide a "holistic" approach to the individual citizen in her local context. However, the quality of the service also depends on the organizations of the work within the back-office of the municipality. All issues from the citizens were registered which contribute to increased knowledge about the citizens needs and perceptions regarding municipality services and planning in urban issues.

Place, publisher, year, edition, pages
Journal of Community Informatics , 2014. Vol. 10, no 1
Keyword [en]
Community Service Delivery, e-Government, Municipal Contact Centre, Urban Planning, Learning
National Category
Information Systems, Social aspects
Research subject
SOCIAL SCIENCE, Informatics; SOCIAL SCIENCE, Public administration
Identifiers
URN: urn:nbn:se:hv:diva-5890OAI: oai:DiVA.org:hv-5890DiVA: diva2:689349
Available from: 2014-01-20 Created: 2014-01-20 Last updated: 2016-11-13Bibliographically approved
In thesis
1. E-government and E-governance - Swedish Case Studies with Focus on the Local level
Open this publication in new window or tab >>E-government and E-governance - Swedish Case Studies with Focus on the Local level
2013 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

The concepts of e-government and e-governance are used interchangeably in most research and there is no single definition of these terms. The objective of this licentiate thesis is to provide a deeper understanding of these concepts through empirical studies in a Swedish context. Further, it aims to analyse whether – and if so in what way – the implementation of local contact centres (CC) affect conditions for local planning. This is reported in three articles. In this thesis e-government is defined to as the use of tools and systems by governmental bodies made possible by ICT that affect the organization of public administration. E-governance is defined as the ICT-based networks of services and administration in New Public Management settings including both public and private actors. Case study methodology is used as research method, including interviews, focus group studies, document studies, and some participatory observations. The analysis is partly built on an inductive methodological approach, since this is a new, emerging field of innovative policy and practice. Based on a theoretical discussion of New Public Management in the digital era, findings show that there is a difference between the concepts of e-government and e-governance from the perspective of e-administration and e-services and that the terms should not be used interchangeably. The study indicates that there are examples of implementation that are referred to the e-governance setting. Further the study indicates that local municipal contact centres may be referred to not only as an implementation of e-government but as a combination of e-governance and e-government. The findings indicate that there is a potential for positive impact on the conditions for local planning through the implementation of municipal contact centres.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2013. 29 p.
Series
ISRN KTH/SoM/13-13/SE, ISSN 1653-6126
Keyword
governance, e-Government, e-governance, new Public Management, municipal contact centres, planning, policy entrepreneurship
National Category
Information Systems, Social aspects
Research subject
SOCIAL SCIENCE, Public administration; SOCIAL SCIENCE, Political science
Identifiers
urn:nbn:se:hv:diva-5909 (URN)978-91-7501-888-1 (ISBN)
Opponent
Supervisors
Note

Avhandlingen presenterades och försvarades vid lic.seminarium på KTH, Skolan för Arkitektur och Samhällsbyggnad 29 oktober 2013.

Available from: 2014-02-19 Created: 2014-02-10 Last updated: 2016-11-13Bibliographically approved
2. E-government and E-governance: local implementation of E-government policies in Sweden
Open this publication in new window or tab >>E-government and E-governance: local implementation of E-government policies in Sweden
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

It is recognized in international research that the public sector has been transformed into a networked, open and more flexible, informal and interactive governance structure. This is described as a transition from "government to governance". Sweden is one of the international leaders with regards to e-government development. The objective of this thesis is to provide a deeper understanding of how e-government policies are implemented in an e-governance context, through empirical case studies in Sweden. The focus is on the local level. The overall research question is: How is e-government policy put into practice when focusing on the local level? This is reported in four articles.Case study methodology is used as research method, including interviews, focus group interviews, document studies, and some participatory observations. The analysis is partly based on an inductive methodological approach, since this is a new, emerging field of innovative policy and practice.The analysis arrives at three overarching conclusions: (1) In practice, when e-government policy is implemented and translated at the local level, it tends to happen in an e-governance setting conducted by policy entrepreneurs or promoted by entrepreneurial behaviour in public administration. E-government policies are implemented in relation to local cultures, norms and economic structures. (2) Implementation of e-government and e-governance initiatives requires trust in the service provision among public administrators as well as among citizens. Efficiency and citizen-centred approaches in the redesign of information relationships between public administration and citizens to create some sort of added value are crucial. (3) The thesis indicates that there are two main implications of municipal contact centres (CCs): they localize public services and they combine different services into a one-stop practice striving to provide "holistic" services to the individual citizen. However, although the use of ICT is essential for the organisational transformation, the results indicate that the organisational settings and internal anchoring are greater constraints than new technology for implementation of local e-government and e-governance initiatives in the form of contact centres. One example for potential added value is the source of information of citizens' issues through the implementation of municipal contact centres, which may have a positive impact on the conditions for local planning.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2014. vii, 38 p.
Series
TRITA-SOM, ISSN 1653-6126 ; 14:11
Keyword
E-governance, e-government, implementation, policy entrepreneurs, municipal contact centres, policy networks, New Public Management, Sweden
National Category
Information Systems, Social aspects
Research subject
SOCIAL SCIENCE
Identifiers
urn:nbn:se:hv:diva-6793 (URN)9789175952383 (ISBN)
Opponent
Supervisors
Available from: 2014-10-09 Created: 2014-10-09 Last updated: 2016-11-13Bibliographically approved

Open Access in DiVA

No full text

Other links

Journal of Community Informatics

Search in DiVA

By author/editor
Bernhard, Irene
By organisation
Division of Media and Design
Information Systems, Social aspects

Search outside of DiVA

GoogleGoogle Scholar

Total: 214 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • 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
  • text
  • asciidoc
  • rtf