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Pictures and Positioning in Mobile Complaint and Problem Management
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences. Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences. Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences. Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences. Data- och Systemvetenskap. Informationssystem. Tillämpad IT. Tillämpad IT med entreprenörskap.
2008 In: mLife 2008, 2008Conference paper, Published paper (Other academic)
Abstract

Complaint and problem management is a good starting point for m-government since it is a process shared among several municipal committees and with a high number of cases relative to other municipal operations. By using the integrated functions of a cellular phone, problem reporting could be made very easy and carried out where and when needed. The problem could then be effectively managed by the municipality using the latest work flow and case handling techniques. The use of location information could also automatically inform the citizen and the company about complaints and problems already reported, for example by the use of interactive maps. However, although mobile content services are frequently used by a high number of Swedish citizens, acceptance of municipal m-services is still an obstacle. The available municipal Swedish infrastructure is designed for e-services and not fully suited for delivering m-services using contemporary mobile telephones. In addition, complaints and problems are primarily reported by elderly people with less experience in using the integrated functions of their cellular telephones.

Place, publisher, year, edition, pages
2008.
Keyword [en]
E-Government,, mobile, services,, municipality,, problem, management,, citizen, complaint.
Identifiers
URN: urn:nbn:se:su:diva-18612ISBN: 0-9763341-2-7 (print)OAI: oai:DiVA.org:su-18612DiVA: diva2:185135
Available from: 2009-02-27 Created: 2009-01-26Bibliographically approved

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CiteExportLink to record
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  • apa
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