Issues with contact centres – as a new interface between public organisations and citizens
| Date | 19 July 2013 |
| Published date | 19 July 2013 |
| DOI | https://doi.org/10.1108/RMJ-01-2013-0002 |
| Pages | 90-103 |
| Author | Maria Kallberg |
| Subject Matter | Information & knowledge management |
Issues with contact centres – as a
new interface between public
organisations and citizens
Maria Kallberg
Department of Information Technology and Media, Mid Sweden University,
Ha
¨rno
¨sand, Sweden
Abstract
Purpose – Various levels of government offer citizens different channels and services using
information technology (IT). Within e-government different types of “e-services” are used. The
communications are made through a user interface consisting of an e-service application. E-services
are used for digital management of routine matters: records are created, received, maintained, used and
disposed during the processes of capturing and maintaining evidence about business activities and
transactions. Besides e-services, public administrations are establishing new channels organised as
contact centres, in order to interact more efficiently with the citizens. The establishment of contact
centres could be seen as an expression of an integrated approach to manage and control information
flows in order to improve and ensure effective services. The purpose of this paper is to identify
recordkeeping challenges related to public organisations’ e-government development and
documentation practice.
Design/methodology/approach – The data presented and analysed are based on a qualitative
study of Swedish local governments’ (municipalities) establishment and implementation of contact
centres during 2011. The study was designed as a multiple case study, using interviews as a data
collection method.
Findings – The findings demonstrate that the establishment of contact centres has other motives
than the traditional need to use information as evidence for decision making: namely internal business
process development and cost savings. The information is captured proactively and serves different
purposes, which challenges the strong bond between processes, legislation, organisation and
accountability.
Practical implications – This paper will be of interest to record-keeping practitioners working in
the shift to e-government.
Originality/value – Information is captured in new ways where the same information serves several
interests. This research addresses the importance of including research in the beginning of the life of
the record in relation to the influence made by the creator and the social construction of the record as
part of archival thinking and research.
Keywords Sweden, Local government, e-government,Digital storage, Documentation,Archiving,
Records management,Cross-border organization,Record keeping, Processes, Accountability
Paper type Research paper
Introduction
To access government institutions for information and guidance is an old tradition, as
old as the government itself. Various levels of government offer citizens different
channels and services using information technology (IT). Within e-government
different types of “e-services” are used. In this study the term is used for an electronic
service provided by the local government to citizens or businesses. The
communications are made through a user interface consisting of an e-service
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0956-5698.htm
RMJ
23,2
90
Received 29 January 2013
Revised 25 April 2013
Accepted 13 June 2013
Records Management Journal
Vol. 23 No. 2, 2013
pp. 90-103
qEmerald Group Publishing Limited
0956-5698
DOI 10.1108/RMJ-01-2013-0002
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