Multi‑Channel Service Management in Public Sector Three Interpretative Frames Illustrating E‑government and Work Practice in a Swedish State Agency

Abstract

Abstract: In order to deliver services to citizens, public sector agencies of today offer various types of channels for interaction. In this article we aim to develop an understanding of the reciprocal relation between multi‑channel services and work practice. By showing how actors at different organizational levels in an agency differ in their interpretation of multi‑channel services we have generated knowledge that is essential in multi‑channel strategy formulation. The study illustrates an example of an agency that works actively and in a mature way with e‑government and e‑services. This qualitative case study illustrates that the top level management, middle management and the case officers need to confront and discuss their understanding of e‑government and their work practice in order to reach a situation where strategies actually are influencing daily work more explicitly. An important aspect is the decision to adopt an internal or external perspective on multi‑channel service management. The result of this decision might be to view multi‑channel service management as a way of reaching either internal agency efficiency or external citizen benefits.