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Local e-Government in Sweden - Municipal Contact Center implementation with focus on Citizens and Public Administrators

机译：瑞典的本地电子政务-以市民和公共行政人员为重点的市政联络中心实施

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Abstract The aim of the article is to analyze the implementation of municipal contact centers (CCs) – an e-government initiative on the local level- from the perspectives of citizens and public adiminstrators. This article is based on case studies from four Swedish municipalites. The results indicate that the CCs: contribute to increased access to municipal service, localize public services and combine different services into a one-stop practice striving to provide a “holistic” approach to the individual citizen in her local context. However, the quality of the service also depends on the organization of the work within the back office of the municipality. All issues from citizens were registered which contribute to increased knowledge about the citizens’ needs and perceptions regarding municipality services and planning in urban issues.
机译：摘要本文的目的是从公民和公共行政人员的角度分析市政联系中心（CCs）的实施情况-地方政府的电子政务举措。本文基于四个瑞典城市居民的案例研究。结果表明，社区合作社：为增加市政服务的获取做出了贡献，将公共服务本地化，并将不同的服务结合到一站式实践中，力求为当地公民提供“整体”方法。但是，服务的质量也取决于市政部门内部工作的组织。所有来自公民的问题都已注册，这有助于增加人们对公民需求的了解以及对市政服务和城市规划的认识。

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