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Enhancing complaint...
Enhancing complaint and problem management : design and evaluation of an M-service using pictures and positioning
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- Juell-Skielse, Gustaf (författare)
- Stockholms universitet,Institutionen för data- och systemvetenskap
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(creator_code:org_t)
- IGI Global, 2012
- 2012
- Engelska.
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Ingår i: Innovative mobile platform developments for electronic services design and delivery. - : IGI Global. - 9781466615687 ; , s. 113-128
- Relaterad länk:
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https://urn.kb.se/re...
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visa fler...
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https://doi.org/10.4...
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Abstract
Ämnesord
Stäng
- M-government is an emergent area for mobile applications, where citizens and organizations can interact with government and municipal agencies through mobile devices. One promising area for m-government is complaint and problem management, where mobile applications using the integrated functions of a cellular telephone can offer citizens convenient ways of rapidly reporting problems. The problems reported can then be effectively managed by the municipality using state-of-the-art workflow techniques. Furthermore, the municipality can inform citizens and companies of problems already reported or addressed, which can be visualized through interactive maps. In this study, a municipal e-service for complaint and problem management is transformed into an m-service and put into operation in a Swedish municipality. The experiences from developing the m-service comprise of a suggested design and several identified challenges. Suggestions for future research include the application of new technologies for positioning and the adaptation of the m-service to new cellular telephone models.
Ämnesord
- NATURVETENSKAP -- Data- och informationsvetenskap -- Systemvetenskap, informationssystem och informatik (hsv//swe)
- NATURAL SCIENCES -- Computer and Information Sciences -- Information Systems (hsv//eng)
Nyckelord
- Computer and Systems Sciences
- data- och systemvetenskap
Publikations- och innehållstyp
- vet (ämneskategori)
- kap (ämneskategori)
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