Implications of Single Point of Contact: municipal case studies
2014 (English)In: DSV Writers Hut: proceedings, August 21-22, Åkersberga, Sweden / [ed] Gustaf Juell-Skielse, Stockholm: Department of Computer and Systems Sciences, Stockholm University , 2014Conference paper (Other academic)
As more public organizations aim to move to the stage of transformational Government, the need for ‘single point of contact” increases dramatically on local, regional and national government levels. This paper contributes to literature by reporting the findings from three case studies of Swedish local government who has reached, or intend to reach, the transformational stage of e-Government. Using a grounded theory approach, information about the municipalities was collected and analyzed from the perspective of goals, implications and change management. The paper reports on the opportunities aimed for and experienced by the municipalities as well as the organization-al, technical and legal challenges faced by them. Finally we make five prop-ositions, based on the learning from the case studies, on how to manage changes related to implementing single point of contact in local government.
Place, publisher, year, edition, pages
Stockholm: Department of Computer and Systems Sciences, Stockholm University , 2014.
Report Series / Department of Computer & Systems Sciences, ISSN 1101-8526 ; 14-019
citizen-centric, e-Government, transformational government, single point of contact, capabilities, implications, change management
Research subject Computer and Systems Sciences
IdentifiersURN: urn:nbn:se:su:diva-111000ISBN: 978-91-637-7457-7OAI: oai:DiVA.org:su-111000DiVA: diva2:773774
DSV Writers Hut, August 21-22, Åkersberga, Sweden