Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning

Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning

Gustaf Juell-Skielse
ISBN13: 9781466615687|ISBN10: 1466615680|EISBN13: 9781466615694
DOI: 10.4018/978-1-4666-1568-7.ch007
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MLA

Juell-Skielse, Gustaf. "Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning." Innovative Mobile Platform Developments for Electronic Services Design and Delivery, edited by Ada Scupola, IGI Global, 2012, pp. 113-128. https://doi.org/10.4018/978-1-4666-1568-7.ch007

APA

Juell-Skielse, G. (2012). Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning. In A. Scupola (Ed.), Innovative Mobile Platform Developments for Electronic Services Design and Delivery (pp. 113-128). IGI Global. https://doi.org/10.4018/978-1-4666-1568-7.ch007

Chicago

Juell-Skielse, Gustaf. "Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning." In Innovative Mobile Platform Developments for Electronic Services Design and Delivery, edited by Ada Scupola, 113-128. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-1568-7.ch007

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Abstract

M-government is an emergent area for mobile applications, where citizens and organizations can interact with government and municipal agencies through mobile devices. One promising area for m-government is complaint and problem management, where mobile applications using the integrated functions of a cellular telephone can offer citizens convenient ways of rapidly reporting problems. The problems reported can then be effectively managed by the municipality using state-of-the-art workflow techniques. Furthermore, the municipality can inform citizens and companies of problems already reported or addressed, which can be visualized through interactive maps. In this study, a municipal e-service for complaint and problem management is transformed into an m-service and put into operation in a Swedish municipality. The experiences from developing the m-service comprise of a suggested design and several identified challenges. Suggestions for future research include the application of new technologies for positioning and the adaptation of the m-service to new cellular telephone models.

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