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 …

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 …

In this chapter, the focus is on incentives for inclusive e-government. Five case studies of the
implementation of contact centers in Swedish municipalities are described and discussed …

Two case studies of the implementation of Contact Centers (CCs) in Swedish municipalities
are compared and discussed from an organizational perspective. The research method was …

This paper offers critical aspects on this ongoing development within the Swedish
municipalities with the strategic use of ICT, for the purpose to create a digital government …

The emerging information society motivates the vision of a digital economy (Johansson et
al., 2006). It also challenges the characteristics of relationships among public agencies …

Electronic applications for public administration and contacts between citizens and
governments are developing worldwide. E-government is a concept that includes all forms of …

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 …

A case study of the implementation of a contact centre (CC) in a Swedish municipality was
described and discussed. The implementation was an example of a local eGovernment …

In the past decade, most countries have embraced new technologies in an effort to improve
the way they offer public services to citizens. Some do so in order to improve the channels …