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- Bernhard, Irene,1953-Högskolan Väst,Avd för medier och design,LINA (author)
Lessons Learned from the Implementation of Contact Centers in Swedish Municipalities
- Article/chapterEnglish2013
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- Reading :ACAD CONFERENCES LTD, CURTIS FARM, KIDMORE END, NR READING, RG4 9AY, ENGLAND,2013
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- LIBRIS-ID:oai:DiVA.org:hv-5465
- https://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-5465URI
Supplementary language notes
- Language:English
- Summary in:English
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- Abstract: Two case studies of the implementation of contact centers (CCs) in Swedish municipalities were compared and analyzed. The purpose of the article is to focus on lessons learned from the perspectives of the management and the employees in the organizations according to the MOA-model. The research method used was semi-structured qualitative interviews with different personnel categories in both municipalities. According to our findings the implementation strategies varied among the two cases. The strategies affected the pace of implementation, attitudes and motivation aspects and understanding of the implementation. The potential of using registered information as a source for planning and decision-making was not fully utilized in the municipal organizations, although some statistics were produced. In both cases there was a combination of formal and informal learning strategies and flexible co-operation among the employees in the CCs which contributed to continuous learning processes and a good, co-operative working climate. Some learning challenges for the handling officers at the back offices were to adapt to a more process-oriented organization. Initially, many handling officers at the back-office were afraid of losing their jobs and work tasks to CC, contributing to negative attitudes towards CC, and hampering the learning process in taking part in the implementation process. The establishment of a CC is a comprehensive organizational change process affecting the whole municipal administration. A challenge for the municipalities is to formulate relevant strategies and manage the implementation in order to involve all employees.
Subject headings and genre
- SAMHÄLLSVETENSKAP Medie- och kommunikationsvetenskap Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning hsv//swe
- SOCIAL SCIENCES Media and Communications Information Systems, Social aspects hsv//eng
- SAMHÄLLSVETENSKAP Annan samhällsvetenskap Tvärvetenskapliga studier inom samhällsvetenskap hsv//swe
- SOCIAL SCIENCES Other Social Sciences Social Sciences Interdisciplinary hsv//eng
- lessons learned
- municipal contact centers
- implementation
- e-government
- MOA model
- planning
- Public administration
- Offentlig förvaltning
- Informatik
- Informatics
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- Grundén, KerstinHögskolan Väst,Avd för informatik,LINA(Swepub:hv)imkg (author)
- Högskolan VästAvd för medier och design (creator_code:org_t)
Related titles
- In:Proceedings of the 13th European Conference on e-GovernmentReading : ACAD CONFERENCES LTD, CURTIS FARM, KIDMORE END, NR READING, RG4 9AY, ENGLAND, s. 63-709781909507227
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