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Incentives for Inclusive E-Government: The Implementation of Contact Centers in Swedish Municipalities

Incentives for Inclusive E-Government: The Implementation of Contact Centers in Swedish Municipalities

Irene Bernhard
Copyright: © 2015 |Pages: 24
ISBN13: 9781466684300|ISBN10: 1466684305|EISBN13: 9781466684317
DOI: 10.4018/978-1-4666-8430-0.ch016
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MLA

Bernhard, Irene. "Incentives for Inclusive E-Government: The Implementation of Contact Centers in Swedish Municipalities." Digital Solutions for Contemporary Democracy and Government, edited by Kelvin Joseph Bwalya and Stephen Mutula, IGI Global, 2015, pp. 304-327. https://doi.org/10.4018/978-1-4666-8430-0.ch016

APA

Bernhard, I. (2015). Incentives for Inclusive E-Government: The Implementation of Contact Centers in Swedish Municipalities. In K. Bwalya & S. Mutula (Eds.), Digital Solutions for Contemporary Democracy and Government (pp. 304-327). IGI Global. https://doi.org/10.4018/978-1-4666-8430-0.ch016

Chicago

Bernhard, Irene. "Incentives for Inclusive E-Government: The Implementation of Contact Centers in Swedish Municipalities." In Digital Solutions for Contemporary Democracy and Government, edited by Kelvin Joseph Bwalya and Stephen Mutula, 304-327. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8430-0.ch016

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Abstract

In this chapter, the focus is on incentives for inclusive e-government. Five case studies of the implementation of contact centers in Swedish municipalities are described and discussed. The research methods used are mainly qualitative interviews with different categories of municipal personnel and with citizens. The main conclusion is that the implementation seems to contribute to increased accessibility of municipal services, even for those citizens who might have problems using Internet services. The study indicates a development towards increased equal treatment of citizens and a contribution to reducing problems related to the “digital divide.” Municipal services became more adapted to citizens' needs by using citizen-centric methods during the development process and in the daily work of the contact centers. The implementation of municipal contact centers can thus be seen as indicating incentives for local e-democracy and a step towards inclusive e-government, although there is still a need to go further in this direction.

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