Innovative e-services for competence development and work support for customer service

Reference number
Coordinator Högskolan Väst - Institutionen för ekonomi och IT
Funding from Vinnova SEK 7 126 354
Project duration November 2008 - June 2012
Status Completed

Purpose and goal

The goal of the project is to deliver: 1. Handbook for planning and implementing of Customer Centre (CC) in the Swedish municipalities 2. Web-based competence development system for the clerks in the municipalities 3. Support system for CC 4. Active R&D-support in the planning, implementation and evaluation of CC 5. Knowledge building and a thesis

Results and expected effects

Impacts are supposed to be: 1. significant increase of competence by the clers at the municipalities 2. Faster implementation of CC 3. Less resistance towards change, increased satisfaction by the personell 4. Real, implemented and working e-services 5. Concerning research: A new pedagogical model for carying out e-cirkles, a new model for development of e-services, an ontology-driven architecture possible to use in any public organisation

Approach and implementation

The project is divided into four sub-project, according to the application: 1. Analysis of existing CC, including research material from the municipality of Skellefteå 2. Creation of web-based competence development material 3. Development of support system for CC 4. Active research support for planning and implementation of CC in one to three municipalities. Sambruk is responsible for the overall project management and coordination of the four sub-projects as well as integration and cooperation with both the municipalities who are to implement CC and the existing research project about business model build upon open source.

External links

The project description has been provided by the project members themselves and the text has not been looked at by our editors.

Last updated 25 November 2019

Reference number 2008-02670

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