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  • 1.
    Bernhard, Irene
    et al.
    University West, School of Business, Economics and IT, Division of Media and Design.
    Grunden, Kerstin
    University West, School of Business, Economics and IT, Divison of Informatics.
    Challenging Organizational Issues When Municipal Contact Centers are Implemented in Sweden2013In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 11, no 2, p. 198-209Article in journal (Refereed)
    Abstract [en]

    Two case studies of the implementation of Contact Centres(CCs) in Swedish municipalities were compared and discussed from anorganizational perspective. The research method was semi-structured qualitative interviews with different personnel categories in both municipalities. Several challenging organizational issues for management and employees were identified:the implementation strategies varied among the cases and affected the pace of implementation, attitudes and motivation, the mental construct and understanding of the implementation. The financing of the CC and recruitment strategies created problems, but in somewhat different ways and in phases of the process in each case. The potential of using registered information as asource for planning and decision-making was not fully utilized, although somestatistics were produced. In both cases there was a combination of formal andinformal learning strategies and flexible co-operation among the employees inthe CCs which contributed to continuous learning processes and a good,co-operative working climate. There was a need for continuous updating ofskills in both cases, but with slightly different focus, related to theorganization of the work. The organization in response groups required morespecialist competence, compared with the organization without response groups,which required more general competence. Some challenges for the caseadministrators in the back offices were to adapt to a more process-oriented organizationof their work, and to co-operate more with their colleagues both in the backoffice and at the CC. They now had the possibility to plan their administrativework in a better way than before, but some administrators missed the previousspontaneous contacts with citizens. Initially, many case administrators wereafraid of losing their jobs and work tasks to CC, contributing to negativeattitudes towards CC and hampering the learning process in taking part in theimplementation process.

  • 2.
    Bernhard, Iréne
    et al.
    University West, School of Business, Economics and IT, Division of Media and Design.
    Norström, Livia
    University West, School of Business, Economics and IT, Division of Media and Design.
    Lundh Snis, Ulrika
    University West, School of Business, Economics and IT, Divison of Informatics.
    Gråsjö, Urban
    University West, School of Business, Economics and IT, Divison of Law, Economics, Statistics and Politics.
    Gellerstedt, Martin
    University West, School of Business, Economics and IT, Divison of Informatics.
    Degree of Digitalization and Citizen Satisfaction: A Study of the Role of Local e-Government in Sweden2018In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 16, p. 59-71Article in journal (Refereed)
    Abstract [en]

    The aim was to investigate whether there is a relationship between degree of e-government in Swedish municipalities and perceived satisfaction among citizens generally. This is a large-scale quantitative study based on validand reliable Swedish national surveys. Based on these surveys, a new comprehensive index for measuring "degree of digitalization" was constructed. Citizen satisfaction was measured using established indices covering three dimensions:satisfaction with living in the municipality, satisfaction with performance of government activities (delivered services), and satisfaction with transparency and influence. The results show that there is a relationship between the degree of digitalization in a municipality and the perceived satisfaction among its citizens. The degree of digitalization is related to all three dimensions of citizen satisfaction. Additionally, this study indicates that the strength of this relationship is in parity with or even stronger than the relationship between citizen satisfaction and other crucial factors such as educational level and median income

  • 3.
    Grundén, Kerstin
    University West, Department of Economics and IT, Division of Computer Science and Informatics.
    A Social Perspective on Implementation of e-Government: A Longitudinal Study at the County Administration of Sweden2009In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 7, no 1, p. 65-76Article in journal (Refereed)
    Abstract [en]

    longitudinal study of implementation of e-Government at the County Administration of Sweden was analysedcand discussed from a social perspective. Two interview studies at the legal and traffic departments were compared.Interviews were made with decision makers, handling officers and administrative assistants focussing on socialcconsequences of work situations, work processes and quality of e-services to the clients. The MOA-model was used as a frame of reference for the study. According to the analysis, coping and sense making strategies by the respondents increased. e-Government made demands for new competencies for employees and clients. Internal and external digital divides are social consequences of the implementation of e-services. Management increased their focus on efficiency aspects related to e-Government. There is a need to integrate competence of social aspects into the development process of e-Government. The users were aware of the importance of social aspects of IT implementation. There is a need for competence development of social consequences related to IT implementation also for development personnel and different interest groups

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