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Municipal Contact Centres: A Slower Approach Towards Sustainable Local Development by E-government

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  • Irene Bernhard
  • Elin Wihlborg

Abstract

It is Swedish government policy to use information and communication technologies to increase sustainability. This has implications for planning and local organization of communities. In the municipalities where most public services are provided, there are growing numbers of local contact centres (CCs) aiming to meet citizens' needs for information and coordination of public services. The CCs localize public services and combine different services into a one-stop practice focusing on needs and demands of individual citizens and their unique situations. The municipalities hereby have to plan for service provision in new ways to meet more individualized needs that are also in line with improved sustainability. CCs are both local offices and advanced services on-line, as e-governmental services. E-government could be considered fast government, but this article aims to turn that obvious first impression upside down and discuss how e-government can slow down and make services more local, personalized and sustainable. Theoretically we take off from a time-geographical modelling of slow processes that has implication for slower, more sustainable development. Based on in-depth case studies of municipal CCs we argue that they are tools towards improved sustainability and localism, and that they are "slowing up" administrative processes. In particular, we point out that e-government has a potential to plan for, and promote, sustainability and slow local development.

Suggested Citation

  • Irene Bernhard & Elin Wihlborg, 2015. "Municipal Contact Centres: A Slower Approach Towards Sustainable Local Development by E-government," European Planning Studies, Taylor & Francis Journals, vol. 23(11), pages 2292-2309, November.
    • Handle: RePEc:taf:eurpls:v:23:y:2015:i:11:p:2292-2309
    DOI: 10.1080/09654313.2014.942599
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    References listed on IDEAS

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    1. Deakin, Elizabeth, 2001. "Sustainable Development & Sustainable Transportation: Strategies for Economic Prosperity, Environmental Quality, and Equity," University of California Transportation Center, Working Papers qt8mf1z8mh, University of California Transportation Center.
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    Cited by:

    1. Myeonggil Choi & Jungwoo Lee & Kumju Hwang, 2018. "Information Systems Security (ISS) of E-Government for Sustainability: A Dual Path Model of ISS Influenced by Institutional Isomorphism," Sustainability, MDPI, vol. 10(5), pages 1-25, May.

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