Issues with contact centres – as a new interface between public organisations and citizens

Abstract

Purpose

Various levels of government offer citizens different channels and services using information technology (IT). Within e‐government different types of “e‐services” are used. The communications are made through a user interface consisting of an e‐service application. E‐services are used for digital management of routine matters: records are created, received, maintained, used and disposed during the processes of capturing and maintaining evidence about business activities and transactions. Besides e‐services, public administrations are establishing new channels organised as contact centres, in order to interact more efficiently with the citizens. The establishment of contact centres could be seen as an expression of an integrated approach to manage and control information flows in order to improve and ensure effective services. The purpose of this paper is to identify recordkeeping challenges related to public organisations' e‐government development and documentation practice.

Design/methodology/approach

The data presented and analysed are based on a qualitative study of Swedish local governments' (municipalities) establishment and implementation of contact centres during 2011. The study was designed as a multiple case study, using interviews as a data collection method.

Findings

The findings demonstrate that the establishment of contact centres has other motives than the traditional need to use information as evidence for decision making: namely internal business process development and cost savings. The information is captured proactively and serves different purposes, which challenges the strong bond between processes, legislation, organisation and accountability.

Practical implications

This paper will be of interest to record‐keeping practitioners working in the shift to e‐government.

Originality/value

Information is captured in new ways where the same information serves several interests. This research addresses the importance of including research in the beginning of the life of the record in relation to the influence made by the creator and the social construction of the record as part of archival thinking and research.

Citation

Kallberg, M. (2013), "Issues with contact centres – as a new interface between public organisations and citizens", Records Management Journal, Vol. 23 No. 2, pp. 90-103. https://doi.org/10.1108/RMJ-01-2013-0002