The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Article

Translating Telephone Calls To Spreadsheets: Generating Knowledge on Citizen Multichannel Behavior in Collaboration With Caseworkers  pp106-118

Christian Østergaard Madsen

© Oct 2018 Volume 16 Issue 2, Editor: Dr Carl Erik Moe, pp87 - 186

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Abstract

Public organizations increasingly seek to digitalize their services, and migrate citizens from traditional communication channels towards digital self‑service channels. In Denmark, digital communication and self‑service channels are mandatory for public organizations, citizens and businesses. Denmark has the highest share of citizens who use digital channels to interact with public authorities in the EU. However, the use of traditional channels remains high, and occurs among adopters and non‑adopters of digital channels alike. Within the multichannel management stream of e‑government research, there is a methodological gap in how knowledge can be generated on citizen multichannel behavior, and why citizens continue to use traditional channels. Practitioners need this knowledge to improve administrative efficiency and citizens’ satisfaction with digital services. Therefore, this paper presents a study of how scholars, practitioners, and caseworkers collaborated to generate data on citizen multichannel behavior. The study occurred in the public authority Udbetaling Danmark, where caseworkers periodically use an IT system to log incoming calls. First, a draft version of a classification scheme was created from co‑listening to calls and contextual interviews with citizens. To ensure engagement and a common understanding of the classification categories, the scheme was co‑developed with caseworkers in three iterations. Observations, joint discussions and interviews were used to uncover problems related to caseworkers’ understanding of the scheme, and identify technical and practical problems related to its use. With the new classification scheme, the share of logged calls increased from 10 ‑ 50 percent to 90 ‑ 95 percent. Moreover, the collaboration led to a closer understanding of citizens’ problems among the involved actors and a willingness for future collaboration to improve the services. This paper contributes to the multichannel management field of e‑government and to practitioners by presenting a method for how knowledge can be generated on citizen multichannel behavior in collaboration with caseworkers.

 

Keywords: multichannel management, citizen multichannel behavior, action research, collaboration, caseworkers, Udbetaling Danmark

 

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Journal Article

Multichannel Management in the Public Sector: A Literature Review  pp20-35

Christian Østergaard Madsen, Sara Hofmann

© Apr 2019 Volume 17 Issue 1, Editor: Dr Carl Erik Moe, pp1 - 35

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Abstract

The multichannel management field (MCM) of e‑government focuses on how government organizations select, prioritize and integrate public service channels in a multichannel environment as well as migrate citizens and other stakeholders from one channel to another to increase efficiency and user satisfaction. MCM scholars collaborate with practitioners, conduct field experiments and study government‑to‑citizen interaction in real‑life settings. MCM studies have led to important empirical findings, theory building and field‑tested practical recommendations. Despite such valuable contributions to both scholars and practitioners, there are no up‑to‑date, comprehensive literature reviews which synthesize the knowledge from the MCM literature. We therefore present a systematic and comprehensive literature review of MCM in e‑government. Our review follows established guidelines and covers three main areas. (1) We identify lead scholars and outlets, concepts analyzed and the main methods and theoretical lenses applied. (2) We synthesize results and suggestions for future studies from the papers. (3) Finally, we identify knowledge gaps and propose research approaches to addressing these gaps.

 

Keywords: Multichannel management, multi-channel management, literature review, channel strategy, government organizations

 

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Journal Issue

Volume 16 Issue 2 / Oct 2018  pp87‑186

Editor: Dr Carl Erik Moe

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Keywords: task characteristics, business intelligence success, public sector, quantitative research, Adoption, non-adoption, channel choice, citizens, Germany, qualitative research, multichannel management, citizen multichannel behavior, action research, collaboration; caseworkers, Udbetaling Danmark, Public-private partnership, outsourcing, Rule of law, e-government, Digital Government, the Danish Parliamentary Ombudsman, Administrative law by design, digitalisation, administrative law, good administrative impact assessment, , crisis management, leadership, information management, situational awareness, crisis response, crisis management system

 

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