Sammanfattning En utmaning för många kommuner i dagens digitala samhälle är att skapa effektiva och samhällsnyttiga e-tjänster för medborgare. Dessa e-tjänster skall förenkla kommunikationen mellan kommun och medborgare men också bidra till mer öppnare förvaltningar i kommunerna. För att göra detta behöver först en utveckling och förankring ske internt hos förvaltningarna i kommunen. För att åstadkomma denna utveckling av e-tjänster kan ett processorienterat arbetssätt användas. Processorientering innebär att man upprättar effektiva processer internt genom att optimera och utveckla sin egen verksamhet. Detta görs genom processmodellering där man identifierar alla de aktiviteter som finns i verksamheten och sätter in dem i ett samband för att i slutändan kunna få ut ett högre värde och bättre service för medborgaren. Att verksamhetsutveckla och att tänka i processer är inget nytt men att automatisera detta tänk kan vara en utmaning för många kommuner, en utmaning som skall resultera i kompetenta e-tjänster. Uppsatsen grundar sig i en kvalitativ studie där syftet är att kartlägga betydande konsekvenser av att en kommun använder sig av processorienterad e-tjänsteutveckling. Vi har genom en fallstudie intervjuat ett flertal medarbetare på en kommun för att få fram dessa konsekvenser. Perspektiven som har studerats är hur den interna verksamheten påverkas som helhet och hur dess medarbetare berörs. Tillsammans med den empiriska basen (i form av fallstudie, intervjuer och dokumentstudier) återfinns även en teoretisk referensram som vi knutit an till och därmed kunnat komma fram till en slutsats. Kommunen som har studerats bedriver sin processorientering genom att arbeta efter en viss metodik som innebär att processmodellörer och representanter från olika förvaltningar möts i workshopsbaserade sittningar. Deras uppgift är att tillsammans ta fram verksamhetens och medborgarnas krav och behov som sedan skall resultera i stringenta och digitaliserade processer. I och med denna metodik har många konsekvenser kunnat identifieras. Huvudsakliga vinster som kan uppstå när man sätter verksamhet och medarbetare i fokus är dels att man långsiktigare kan få en mer flexibel och slagkraftigare verksamhet som både förbättrar arbetsmetoder och ökar delaktighet hos medarbetare. I slutändan skall medarbetarna själva utveckla sin verksamhet och därmed kan man enklare påverka sin egen arbetssituation och ständigt sträva efter förbättringar. Detta i sin tur kan leda till en mer kundorienterad kommunal verksamhet där konsekvenser av att arbeta med processorientering leder till en god bas för kommande utveckling av e-tjänster. Dock är det viktigt att tänka på att engagemang är en viktig faktor för framgång. För långa och för många workshops kan leda till negativitet som i sin tur kan minska detta engagemang. Därmed kan det sluta med att man får dåliga processer som varken ger förhöjd nytta till medborgare eller mot den interna verksamheten. Får man till en god mobilisering och organisatorisk förberedelse för att utveckla e-tjänster ger vi som förslag att man behöver tänka på efterdokumentering och utvärdering, något som kan vara till stor hjälp för andra kommuner som vill utöva intern processorientering. Delad kunskap ger ökad kunskap och blir därmed en viktig pusselbit i ansatsen att få hållbara och livskraftiga processer som genererar samhällsnyttiga e-tjänster. / Abstract A challenge for many municipalities in today's digital society is to create effective and societal useful e-services for citizens. These e-services are to facilitate communication between the municipality and citizens but also to contribute to more open government in the municipalities. To accomplish this, the municipalities first need to develop and secure the internal administrations. To achieve this development of e-services, a process-oriented approach can be used. Process orientation means that you set up efficient processes internally to optimize and develop their own activities. This is done through process modeling, identifying all the activities available in the business and put them in a relationship that ultimately will generate a higher value and better service for citizens. To develop the business and to think in processes is not new, but to automate this thinking can be a challenge for many municipalities, a challenge that will result in qualified e-services. The essay is based on a qualitative study that aims to identify significant implications that a municipality can get when using process-oriented e-service development. Through a case study we have interviewed several employees of a municipality to produce these implications. The approaches that have been studied are how the internal operations are affected as a whole and how its employees are affected. In addition to the empirical base (in the form of case studies, interviews and document studies) we have linked a theoretical framework and thus have been able to come to a conclusion. The municipality that has been studied conducts its process orientation by working with a specific methodology, which means that process modelers and representatives from various administrations meet in workshop-based sessions. Their task is to jointly develop the business and the citizens' demands and needs which will then result in stringent and digitized processes. With this methodology many implications has been identified. The main benefits that can arise when you put the business operations and employees in focus is partly that in the longer term you can have a more flexible and stronger organization, activities that both enhance working practices and increase participation among employees. In the end, the employees themselves develop their activities and thus can more easily influence their own work situation and constantly strive for improvement. This in turn can lead to a more customer-oriented business where the implications of working with process orientation lead to a good base for future development of e-services. However, it is important to note that involvement is a critical success factor. Too long and too many workshops can lead to negativity, which in turn may reduce this commitment. This may lead to that you can get bad processes that do not provide increased benefits to citizens or to the internal operations. I you get a good mobilization and organizational preparation for the development of e-services we provide as suggestions that it is important to think about documentation and evaluation of the project. This in turn could be of great assistance to other municipalities who wish to pursue internal process orientation. Shared knowledge equals increased knowledge and thus becomes an important factor in the approach to sustainable and dynamic processes that generate societal and useful e-services.

<p>Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.</p>

Citizens’ interaction with governments is an area with unique implications for channel management. Governments need to take the citizens perspective into further consideration in order to be successful in delivering high-quality e-services. This paper aims to determine if a categorization of citizen-initiated contacts from a citizen-centric perspective can be a valuable basis for decisions regarding e-service development. The study consisted of three steps. The first step was an examination of the existing related literature, which resulted in the uncovering of the most important aspects of citizens channel choice. The second step consisted of an elaboration of a classification based on perceived task characteristics and a subsequent matching of the categories to desirable channel characteristics. The third and final step consisted of an application of the proposed categorization on a content management system containing all citizen-initiated contacts in a Swedish municipality. The application indicated that the proposed categorization could possibly be used to guide investments in e-services towards a channel-appropriate direction.

The aim of this study has been to examine if an implementation of a One Stop Shop in the public sector and its IT-support can serve as a motor for business development. By examine the relation between the One Stop Shop and the public administrations we have tried to answer this question. The municipality that we have examined underwent a big change, seven years ago, when they implemented a One Stop Shop including a IT-support called Flexite. But despite these seven years and the fact that Flexite has changed approach from a Case Management System to a Support System for Business Development the municipality have not adapted to this change.