Enhancing Complaint and Problem Management: Design and Evaluation of an M-service Using Pictures and Positioning
2010 (English)In: International Journal of E-Services and Mobile Applications (IJESMA), ISSN 1941-627X, Vol. 2, no 2, 1-16 p.Article in journal (Refereed) Published
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.
Place, publisher, year, edition, pages
2010. Vol. 2, no 2, 1-16 p.
Research subject Computer and Systems Sciences
IdentifiersURN: urn:nbn:se:su:diva-33617DOI: 10.4018/jesma.2010040101OAI: oai:DiVA.org:su-33617DiVA: diva2:283278