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E-tjänstutveckling ur ett medborgarperspektiv : Att skapa beslutsunderlag baserat på medborgarärendens lämplighet för olika kommunikationskanaler / Citizen-centric e-service development

<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>

Identiferoai:union.ndltd.org:UPSALLA/oai:DiVA.org:umu-23764
Date January 2009
CreatorsAbrahamsson, Johan, Sjöberg, Robin
PublisherUmeå University, Department of Informatics, Umeå University, Department of Informatics
Source SetsDiVA Archive at Upsalla University
LanguageSwedish
Detected LanguageEnglish
TypeStudent thesis, text
RelationInformatik Student Paper Bachelor (INFSPB) ; 2009.03

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