Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning

Gustaf Juell-Skielse
Additional contact information
Gustaf Juell-Skielse: Royal Institute of Technology, Sweden

International Journal of E-Services and Mobile Applications (IJESMA), 2010, vol. 2, issue 2, 1-16

Abstract: M-government is an emergent area for mobile applications, where citizens and organizations can interact with government and municipal agencies through mobile devices. One promising area for m-government is complaint and problem management, where mobile applications using the integrated functions of a cellular telephone can offer citizens convenient ways of rapidly reporting problems. The problems reported can then be effectively managed by the municipality using state-of-the-art workflow techniques. Furthermore, the municipality can inform citizens and companies of problems already reported or addressed, which can be visualized through interactive maps. In this study, a municipal e-service for complaint and problem management is transformed into an m-service and put into operation in a Swedish municipality. The experiences from developing the m-service comprise of a suggested design and several identified challenges. Suggestions for future research include the application of new technologies for positioning and the adaptation of the m-service to new cellular telephone models.

Date: 2010
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 018/jesma.2010040101 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jesma0:v:2:y:2010:i:2:p:1-16

Access Statistics for this article

International Journal of E-Services and Mobile Applications (IJESMA) is currently edited by Rajeev Dwivedi

More articles in International Journal of E-Services and Mobile Applications (IJESMA) from IGI Global
Bibliographic data for series maintained by Journal Editor ().