The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains. Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models. The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.

The dissertation is devoted to the analysis of the environment and the future prospects of special libraries. Knowledge has been achieved by direct observation, conceptual modeling and content analysis of scientific documents. Universum of special library can be expressed as an entity- relational model. Document services, which are based on the theoretical framework of information management, are proving to be the most important service in special libraries. Management of special libraries is based on knowledge of the information needs of the user community and the methodology of library processes. Library services are interconnected and the system can be expressed in the form of mind maps. Processes and services of special libraries can provide data for information-science research.

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The purpose of this essay has been to investigate the conditions for making the Swedish national public art collections available with the help of digitization. Together with the art owned by the state the municipalities' and regions' art holdings have also been added to the delimitation, and in addition, the interpretation of the concept of public art is made broad by including both traditional framed and easily moveable art together with building-related art. The art collection in the focus of the essay is thus managed in a decentralized structure which is examined with a survey and a case study. The survey provides quantitative data on the size of the art collection and the choice of system. The case study aims to highlight the importance of the organizational form and to describe how digital technology is used today to make art accessible.  A summation of the municipal, regional and state collections of public art amounts to approximately one million works of art. The survey also showed that there is a great deal of variation when it comes to the choice of administrative data system for inventorying and otherwise managing the public sector's art collections. In order to be able to draw conclusions based on the choice of collection systems, a taxonomy was developed where a total of 35 different systems were sorted into five different characteristics. The analysis showed that the large art collections get more appropriate systems than small art collections and that there are rational grounds for these choices.  The case study showed that there is a great deal of variation when it comes to titles and naming of organizational units. The staff who work with art in the case study's small to medium-sized municipalities often have many and widely different areas of responsibility. Among the regions of the case study, there are examples of art being managed by the property administration, but the most common is that the activity belongs to the cultural administration. In the case study, it is not possible to find any connection between organizational form and degree of accessibility. On the other hand, it is expressed that shared premises with a museum provide a richer professional context. The degree of accessibility in the case study is as low as 1% of the collection in most cases. The way that art is made available, via an individual municipality or region's website, or social media, makes it difficult to search widely for works of art owned by the Swedish public sector. This last observation also becomes an essential part of the conclusion that the conditions for making public art accessible via digitization exist, but it is not a work that seems to be progressing successfully today.

In 2011 the public libraries of Gothenburg city implemented so-called floating collections. In floating collections the items are not housed permanently at a specific library instead they move between libraries depending on where the item is picked up and left off. Therefore, floating collections are controlled by the library users. Making it a part of a user-centered trend found within Swedish libraries. Literature both praise the benefits with floating as well as highlighting the risks of unpredicted challenges. In the case of Gothenburg city, the public library’s collection management and development has caused debate in the media. Especially the library staff has expressed dissatisfaction. In this thesis seven public librarians have been interviewed about how they perceive working with floating collections, the benefits and drawbacks, as well as the larger effects it has on society. They express certain positives that mainly benefit active and knowledgeable users. One of the greatest drawbacks of flowing collections is the uneven flow between libraries. It leads to stagnated pools of items in some areas and draught in others. The librarians also feel they have been excluded in the process of implementing floating collections as well as during further centralization of the collection management in 2022. The centralization and user centered perspective have decreased the librarian’s control and knowledge of the collection. The data from the interviews has been analyzed in relation to existing literature on floating collections and with the perspective of following theoretical concepts: democratic equality, segregation, periphery and peripheralization. I conclude that the drawbacks of floating collections outweigh the benefits from an equality point of view. The structures of floating collections do not take the full spectrum of library users into consideration, which connects to an uneven flow of items in the city. Items tend to flow from socioeconomic peripheries to socioeconomic centers which increases the peripheralization and segregation of Gothenburg city. The public libraries of Gothenburg need to reconsider their collection management and readjust the structures to create more equal conditions for all users regardless of digital knowledge, age, and other social factors. This includes giving the librarians increased influence over the collections to increase and practice their knowledge. The librarians should also be encouraged to maintain the local perspective at each library while simultaneously seeing to the needs of the city as a whole. The users’ needs could still be the center of the system without being at the expense of the librarian’s ability to influence the collection. Many users are dependent on the librarians to use, affect and be inspired by the collection. This is a two years master's thesis in Library and information science.

The purpose of this study was to investigate the implementation of Enterprise Content Management (ECM) system at Western Cape Government (WCG), South Africa. The study evaluated the state of the implementation in order to establish whether the system met information and records management requirements and objectives. A probability sampling was used on a total population of 51 respondents and participants. The data were triangulated using multi-methods, whereby both qualitative and quantitative approaches were adopted in a sequential manner. A structured online survey questionnaire, online interviews, and document analysis were used to collect data, which were descriptively analysed. The study revealed that although the WCG has embarked on digitisation projects, which culminated in the department-wide implementation of ECM, the system was not evaluated regularly and consistently. This resulted in an inability to capture the lessons learnt – as well as a failure to realise the full benefits of implementing the system. The findings also showed that ECM implementation at WCG encountered some challenges – for example, inadequate training provided to staff, lack of adequate technology infrastructure, and poor technical support with regard to systems for managing digital records – that impacted on the system’s efficiency. Some of the recommendations of the study are that WCG should consider conducting regular ECM reviews to determine whether the system performs as required in terms of bringing about expected benefits, such as easy retrieval of digitally stored content. Departments should also ensure that there is an alignment among various digital applications for the purpose of creating a single enterprise platform that promotes collaboration and knowledge sharing. A study of ECM implementation in other provinces would enable a comparison of how the system performs elsewhere, including how it could be used as a viable option for organisations to promote digitisation. / Information Science / M. Inf. (Information Science)

This thesis deals with money management in municipality Libchavy in years 2005 - 2007. Its theoretical part sums sup the most important pieces of knowledge concerning municipality functioning and money management of municipality. The practical part comprises the analyses of the status of municipality money management in the field of budget receipts and budget expenditures. In terms of previous pieces of knowledge, there are defined proposals for improving money management and contribution of municipality.