Abstract  The purpose of this bachelor thesis is to deepen the understanding of the role of civil servants and officials within public management when implementing public policy as the One-Stop-shop solution of public service. Previous research states that there is no evident blueprint for implementing a One-Stop-shop, where all contact and task management is redirected to one entrance point. This is something that requires involvement of many actors from different divisions of the municipality and poses a great challenge for the executive civil servants. To achieve the thesis’ purpose, the study will apply qualitative methods and gather empirical materials through interviews with civil servants within Uppsala municipality who are responsible for the implementation of the Uppala One-Stop-shop. The material was analyzed through qualitative text analysis and the main findings were somewhat favourable and states that in this case cross-level communication, vertically and horizontally, within the municipality has been crucial to the success of implementation by minimizing the occurrence of common obstacles as well as overcoming obstacles. Lastly the results and analysis are discussed to indicate the strengths and weaknesses of this single case.

New information technology is developing faster than the models, metaphors and methods in use for conceptualizing the sharing and managing of information in organizations, in communities and in society in general. The way we utilize information technology today does not seem to succeed in supporting the everyday work practices through which organizations accomplish their work. In this PhD dissertation, the results of a research project about skill, cooperation and computer support in public service one-stop shops are presented and discussed. Based on these results, alternative metaphors are presented for understanding the constructive aspects of front office work practices, One hypothesis is, that there is added value in not only being aware of multiperspectivity as an issue, but of making use of it in design. A problem here is that many traditional research methods, as well as most methods for systems development, are designed to diminish rather than make use of ambiguity and diversity. The metaphor of inverted indexicality of language is introduced in order to conceptualize the construction of meaning in action. New ways of conceptualizing IT management on the shop floor - including design issues - are proposed. Metaphors like the art of IT management, gardening and caring for are indicative of the issues at stake. / <p>This book is for sale! The Hardcopy-version of this thesis is available for 200 SEK, not including postage. Please contact the author if you are interested! mailto:sara.eriksen@bth.se</p>