Managing Citizen Inquiries: A Qualitative Study in a Citizen e-Reporting Context

Henny Bruhn-Möller & Eline Christoffersen

Student thesis: Master thesis


This master’s thesis aims to explore and answer the intriguing research question, how are citizen inquiries managed in a citizen e-reporting context?
The interest in citizen e-reporting stems from the recognition that citizens make up an essential cornerstone of cities, and how information and communication technologies have enabled citizens to contribute with information to the government. To narrow down the scope of the topic of interest and answer the stated research question, an exploratory and inductive way of reasoning as well as qualitative data- collection and analysis techniques are adopted. To begin with, the scope of the thesis is narrowed down based on a thematic analysis of user feedback comments about citizen e-reporting applications in Scandinavia posted on digital distribution platforms. This first stage of the analysis reveals what is further interesting to explore, namely managing citizen inquiries, and lays the foundation for formulating the research question. To answer the research question, a multiple case study strategy is adopted, investigating eight hosts of Scandinavian citizen e-reporting mobile applications. Based on in-depth interviews, a thematic analysis of the empirical data is conducted.
The analysis results in the formulation of a conceptual model. The conceptual model of managing citizen inquiries in a context of citizen e-reporting (for short, the conceptual model) captures the answer to the research question. It is built upon four main components that represent the key activities of how citizen inquiries are managed. The main components are further broken down into more detailed activities, referred to as units. The research further finds, from interpreting the conceptual model using a business process framework, that the conceptual model shares characteristics with traditional processes. The developed conceptual model is unique, as it captures the process of managing citizen inquiries in a context of citizen e-reporting, which has never been studied before. Therefore, the conceptual model of managing citizen inquiries in a context of citizen e-reporting is considered the answer to the research question as well as contributing new knowledge, which may inspire future research to build upon it.

EducationsMSc in Business Administration and Information Systems, (Graduate Programme) Final Thesis
Publication date2020
Number of pages257
SupervisorsTorkil Clemmensen