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An m-Government Solution for Complaint and Problem Management: Designing a Solution for Government 2.0
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2014 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

In recent years emphasis has been placed on opening up governments and empowering and engaging citizens in governmental activities: this view of e-government is referred to as government 2.0. Government 2.0 focuses on governments becoming more transparent, accessible, and responsive, and on governments promoting increased collaboration and participation.  There is also an increasing demand from citizens to interact and gain access to government services through mobile devices. Adopting mobile and wireless technology within the public sector is referred to as mobile government (m-government) and this new phenomenon is expected to become an important part of the development of e-government. By combining government 2.0 and m-government, The Organisation for Economic Co-operation and Development (OECD) and the research community envisages benefits and calls for action within this field.

This research answers this call, and addresses the research problem of how to design an m-government solution for complaint and problem management that enables government 2.0. Challenges that inhibit Swedish municipalities from adopting and utilizing such a solution are also identified in this research.

Citizens in Sweden can submit complaints and problems concerning a community, such as broken streetlights, to municipalities. By enabling complaints and problems to be reported through mobile devices it facilitates reporting at the point and time of discovery of the issue. Complaint and problem reporting is therefore a suitable m-government service. The m-government solution for complaint and problem management was designed and evaluated within a research project. This compilation thesis builds on and communicates research performed within the research project. By following a design science research methodology, the complaint and problem management solution is designed and evaluated. The solution (Munizapp) comprises a mobile application (app) and an integration platform (ePlatform). The app is the front-end that enables citizens to report complaints and problems to municipalities. The ePlatform facilitates seamless two-way communication between the app and back-end case management system in municipalities. A theoretical evaluation shows that the solution has functionalities that enable all aspects of government 2.0. Additional evaluations indicate evidence of citizens finding the solution valuable and easy to use. There is willingness among municipalities to adopt and utilize the designed m-government solution, but there are challenges that inhibit them from realizing the full potential of the solution. The challenges identified in this research are described and related to business process management and to government 2.0. Future research should investigate how to overcome these challenges.

Place, publisher, year, edition, pages
Stockholm: Department of Computer and System Sciences , 2014. , 86 p.
Series
Report Series / Department of Computer & Systems Sciences, ISSN 1101-8526 ; 14-009
Keyword [en]
m-government
National Category
Other Computer and Information Science
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-103540OAI: oai:DiVA.org:su-103540DiVA: diva2:719075
Presentation
2014-06-10, Sal C, Isafjordsgatan 39, Kista, 09:00 (English)
Opponent
Supervisors
Available from: 2014-10-31 Created: 2014-05-21 Last updated: 2015-03-27Bibliographically approved
List of papers
1. The Promise of a Crowd
Open this publication in new window or tab >>The Promise of a Crowd
2013 (English)In: AMCIS 2013 Proceedings, Association for Information Systems, 2013Conference paper, Published paper (Refereed)
Abstract [en]

This paper presents an evaluation of a mobile complaint and problem-reporting solution made for Swedish municipalities and their citizens. The evaluation is made through a government 2.0 framework to assess the appropriateness of the initiative as a citizen-sourcing solution. The research approach consists of a secondary analysis of empirical data. The researchers have been active participants in gathering the data for the secondary analysis. The results show that although the promise of the crowd is very prominent in the technical platform, municipalities are not prepared to fully utilize the citizen-sourcing solution. The main contribution for research is a widening of the body of knowledge regarding citizen-sourcing by an empirical application of a previously developed theoretical citizen-sourcing framework. The paper contributes to society and practice through highlighting difficulties that can be expected when realizing the promise of the crowd.

Place, publisher, year, edition, pages
Association for Information Systems, 2013
Keyword
Government 2.0, Citizen-sourcing, Mobile platform, Government 2.0, Citizen sourcing, mobil plattform
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-97754 (URN)
Conference
19th Americas Conference on Information Systems, Chicago, Illinois, USA, August 15-17, 2013
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2017-05-11Bibliographically approved
2. Government 2.0 Challenges in Swedish Public Sector
Open this publication in new window or tab >>Government 2.0 Challenges in Swedish Public Sector
2013 (English)In: eChallenges e-2013 Conference Proceedings / [ed] Paul Cunningham, Miriam Cunningham, International Information Management Corporation Limited, 2013Conference paper, Published paper (Refereed)
Abstract [en]

This paper reports from a citizen-sourcing project carried out in Sweden. It reveals and describes government 2.0 challenges discovered during the development of a mobile citizen sourcing solution called Munizapp. Munizapp is a fully integrated mobile complaint and problem reporting system that enables citizens to report issues to municipalities and municipalities to send back status updates and replies to citizens. It becomes clear that there are several challenges hindering municipalities in adopting and utilizing government 2.0. The challenges are related to earlier identified e-government challenges and it is thereby revealed that municipalities in Sweden are still struggling with challenges emphasised several years ago. By highlighting challenges that need to be addressed to utilize the full potential of government 2.0 this paper contributes to both practice and research within e-government.

Place, publisher, year, edition, pages
International Information Management Corporation Limited, 2013
Keyword
Government 2.0, Citizen-sourcing, Mobile platform
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-97731 (URN)978-1-905824-40-3 (ISBN)
Conference
eChallenges e-2013 Conference, 9 - 11 October 2013, Dublin, Ireland
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2016-05-18Bibliographically approved
3. Process Management Challenges in Swedish Public Sector: a Bottom Up Initiative
Open this publication in new window or tab >>Process Management Challenges in Swedish Public Sector: a Bottom Up Initiative
2013 (English)In: Electronic Government: 12th IFIPWG 8.5 International Conference, EGOV 2013 Koblenz, Germany, September 16-19, 2013. Proceedings / [ed] Maria A. Wimmer, Marijn Janssen, Hans J. Scholl, Springer Berlin/Heidelberg, 2013, 212-223 p.Conference paper, Published paper (Refereed)
Abstract [en]

Public administration is under pressure to work more effectively and increase effectiveness with regards to internal administrative processes as well as level of service towards citizens. This paper identifies process management challenges encountered in Swedish municipalities and provides concrete examples of consequences of these challenges by using a bottom up approach. It is done by using a common public service process and a mobile solution as platform for discussions with municipal officials working with the process. To categorise the challenges they are grouped into six core categories of business process management, which provide a picture of challenges that municipalities face today. Results show that Swedish municipalities face challenges in all categories and that it was not possible to design a generic process for the analysed service. To initiate work with improving process maturity in local governments the bottom up approach used was found successful.

Place, publisher, year, edition, pages
Springer Berlin/Heidelberg, 2013
Series
Lecture Notes in Computer Science, ISSN 0302-9743 ; 8074
Keyword
Process management, public administration processes, e-government
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-97747 (URN)10.1007/978-3-642-40358-3_18 (DOI)978-3-642-40357-6 (ISBN)978-3-642-40358-3 (ISBN)
Conference
12th IFIP WG 8.5 International Conference, EGOV 2013, Koblenz, Germany, September 16-19, 2013
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2016-05-18Bibliographically approved

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