IDEAS home Printed from https://ideas.repec.org/a/igg/jesma0/v2y2010i2p1-16.html
   My bibliography  Save this article

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

Author

Listed:
  • Gustaf Juell-Skielse

    (Royal Institute of Technology, Sweden)

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.

Suggested Citation

  • Gustaf Juell-Skielse, 2010. "Enhancing Complaint and Problem Management: Design and Evaluation of an M-Service Using Pictures and Positioning," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 2(2), pages 1-16, April.
    • Handle: RePEc:igg:jesma0:v:2:y:2010:i:2:p:1-16
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jesma.2010040101
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Dan Johansson & Karl Andersson, 2015. "Mobile e-Services: State of the Art, Focus Areas, and Future Directions," International Journal of E-Services and Mobile Applications (IJESMA), IGI Global, vol. 7(2), pages 1-24, April.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jesma0:v:2:y:2010:i:2:p:1-16. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.