Frequency and Costs of Communication with Citizens in Local Government

    Research output: Contribution to journalConference article in journalResearchpeer-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.
    Original languageEnglish
    Book seriesLecture Notes in Computer Science
    Volume6866
    Pages (from-to)15-25
    Number of pages10
    ISSN0302-9743
    DOIs
    Publication statusPublished - 2011
    EventEGOVIS 2011: International Conference on Electronic Government and the Information Systems Perspective - Toulouse, France
    Duration: 29 Aug 20112 Sep 2011
    Conference number: 2
    http://www.dexa.org/node/43

    Conference

    ConferenceEGOVIS 2011: International Conference on Electronic Government and the Information Systems Perspective
    Number2
    CountryFrance
    CityToulouse
    Period29/08/201102/09/2011
    Internet address

    Cite this

    @inproceedings{3518aabd26bb4be89c2ea3ff5c2acca9,
    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.",
    keywords = "Cost-benefit analysis, online services, channel management, communication",
    author = "Andersen, {Kim Normann} and Rony Medaglia and {Zinner Henriksen}, Helle",
    year = "2011",
    doi = "10.1007/978-3-642-22961-9_2",
    language = "English",
    volume = "6866",
    pages = "15--25",
    journal = "Lecture Notes in Computer Science",
    issn = "0302-9743",
    publisher = "Springer",

    }

    Frequency and Costs of Communication with Citizens in Local Government. / Andersen, Kim Normann; Medaglia, Rony; Zinner Henriksen, Helle.

    In: Lecture Notes in Computer Science, Vol. 6866, 2011, p. 15-25.

    Research output: Contribution to journalConference article in journalResearchpeer-review

    TY - GEN

    T1 - Frequency and Costs of Communication with Citizens in Local Government

    AU - Andersen, Kim Normann

    AU - Medaglia, Rony

    AU - Zinner Henriksen, Helle

    PY - 2011

    Y1 - 2011

    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

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

    M3 - Conference article in journal

    VL - 6866

    SP - 15

    EP - 25

    JO - Lecture Notes in Computer Science

    JF - Lecture Notes in Computer Science

    SN - 0302-9743

    ER -