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.