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 …

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 …

La presente investigación tuvo por objetivo general Elaborar una gestión por procesos para
la gestión administrativa de los servidores públicos en una entidad municipal de …

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 …

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 …

El presente estudio tuvo por objetivo general Proponer un plan de gestión por procesos
para mejorar la calidad del servicio en una Municipalidad distrital de la región Cusco …

La presente investigación tiene por objetivo general determinar la relación que existe entre
la gestión de procesos y la calidad del servicio del área de atención al ciudadano en la …

Public services are one step ahead of the private sector in terms of contributing to
development, democracy, social peace and welfare. Municipal services have a …