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Municipal benefits of a mobile government solution: A study of the Swedish cases
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.
2014 (English)Conference paper, Published paper (Refereed)
Abstract [en]

Mobile government (m-government) provides a high potential to facilitate internal work processes, improve the quality of service, and increase performance of organizations in the public sector. However, only a few investigations have been conducted to explore this research area. And we lack of knowledge of evaluating the value and benefits of m-government solutions. In the paper, we identify and analyse the benefits of a mobile government solution for problem and complaint management by adopting the PENG model. Data are collected from case studies of two municipalities in Sweden. We perform thematic analysis of the data. The results reveal two main benefits of the m-government solution. Firstly, it helps the municipalities to enhance their innovative appearance and increase transparency in administration, which result in an improved social image. Secondly, the solution provides a number of benefits that have an impact on the municipalities and citizens. In particular, these benefits include an improved quality of public service, reduced costs and improved democracy. Moreover, we summarize the strengths and weaknesses of the PENG model that arises in the study. This paper contributes knowledge to the research of mobile government and increases the understanding of benefit analysis of mobile solutions for public organizations.

Place, publisher, year, edition, pages
Association for Information Systems, 2014.
Keyword [en]
Mobile government, benefit analysis, PENG model, mobile problem and complaint management.
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-108691OAI: oai:DiVA.org:su-108691DiVA: diva2:760069
Conference
Pacific Asia Conference on Information Systems (PACIS), Chengdu, China, June 24-28, 2014
Available from: 2014-11-03 Created: 2014-11-03 Last updated: 2014-12-10Bibliographically approved

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http://aisel.aisnet.org/pacis2014/148/

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Han, ShengnanJuell-Skielse, Gustaf
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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf