Frequency and Costs of Communication with Citizens in Local Government

Kim Normann Andersen; Rony Medaglia; Helle Zinner Henriksen

doi:10.1007/978-3-642-22961-9_2

Frequency and Costs of Communication with Citizens in Local Government

Kim Normann Andersen, Rony Medaglia, Helle Zinner Henriksen

Publikation: Bidrag til tidsskrift › Konferenceartikel i tidsskrift › Forskning › peer review

Abstract

This paper addresses the frequency and costs of local governmentcitizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local government. Also, our estimate is that email costs are higher than phone call costs and that there is substantial room for advancing our knowledge of the costs of e-services.

Originalsprog	Engelsk
Bogserie	Lecture Notes in Computer Science
Vol/bind	6866
Sider (fra-til)	15-25
Antal sider	10
ISSN	0302-9743
DOI	https://doi.org/10.1007/978-3-642-22961-9_2
Status	Udgivet - 2011
Begivenhed	EGOVIS 2011: International Conference on Electronic Government and the Information Systems Perspective - Toulouse, Frankrig Varighed: 29 aug. 2011 → 2 sep. 2011 Konferencens nummer: 2 http://www.dexa.org/node/43

Konference

Konference	EGOVIS 2011: International Conference on Electronic Government and the Information Systems Perspective
Nummer	2
Land/Område	Frankrig
By	Toulouse
Periode	29/08/2011 → 02/09/2011
Internetadresse	http://www.dexa.org/node/43

Emneord

Cost-benefit analysis
online services
channel management
communication

Adgang til dokumentet

10.1007/978-3-642-22961-9_2

Handle.net

Persistent link

Citationsformater

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title = "Frequency and Costs of Communication with Citizens in Local Government",

abstract = "This paper addresses the frequency and costs of local governmentcitizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local government. Also, our estimate is that email costs are higher than phone call costs and that there is substantial room for advancing our knowledge of the costs of e-services.",

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N2 - This paper addresses the frequency and costs of local governmentcitizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local government. Also, our estimate is that email costs are higher than phone call costs and that there is substantial room for advancing our knowledge of the costs of e-services.

AB - This paper addresses the frequency and costs of local governmentcitizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local government. Also, our estimate is that email costs are higher than phone call costs and that there is substantial room for advancing our knowledge of the costs of e-services.

KW - Cost-benefit analysis

KW - online services

KW - channel management

KW - communication

U2 - 10.1007/978-3-642-22961-9_2

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