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Towards Inclusive E-Government: The Development of Municipal Contact Centers in Sweden
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: Developing E-Government Projects: Frameworks and Methodologies / [ed] Zaigham Mahmood, Hershey, PA: Information Science Reference, 2013, 1, p. 225-247Chapter in book (Refereed)
Abstract [en]

In this chapter, five case studies of the implementation of contact centers in Swedish municipalities are described and discussed with a focus on inclusive e-government. The research methods used are mainly qualitative interviews with different categories of municipal personnel and also with some citizens. The main conclusions are that the implementation of contact centers contributes to increased accessibility of municipal services, even for those citizens who might have problems using Internet services. The study indicates and development towards increased equal treatment of citizens and a contribution to reducing problems related to the “digital divide.” Municipal services became more adapted to citizens’ needs by using citizen-centric methods and dialogue during the development process and in the daily work of the contact centers. The implementation of municipal contact centers can thus be seen as a step towards inclusive e-government, but there is still a need to go further in this direction.

Place, publisher, year, edition, pages
Hershey, PA: Information Science Reference, 2013, 1. p. 225-247
Series
Advances in electronic government, digital divide and regional development (AEGDDRD) book series, ISSN 2326-9103
Keywords [en]
Municipal contact center, inclusive, e-government, citizen-centric, implementation, New Public Management, digital divide
National Category
Other Social Sciences Information Systems, Social aspects
Research subject
SOCIAL SCIENCE, Informatics; SOCIAL SCIENCE, Public administration; Work Integrated Learning
Identifiers
URN: urn:nbn:se:hv:diva-5341DOI: 10.4018/978-1-4666-4245-4.ch011Scopus ID: 2-s2.0-84899891728ISBN: 978-1-4666-4245-4 (print)ISBN: 978-1-4666-4246-1 (print)ISBN: 978-1-4666-4247-8 (print)OAI: oai:DiVA.org:hv-5341DiVA, id: diva2:622803
Available from: 2013-05-23 Created: 2013-05-23 Last updated: 2016-11-13Bibliographically approved

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CiteExportLink to record
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Citation style
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