%0 Conference Proceedings
%T Channel Choice Complications
%+ IT University of Copenhagen (ITU)
%+ University of Agder (UIA)
%+ Center for e-Government Studies
%A Madsen, Christian, Østergaard
%A Hofmann, Sara
%A Pieterson, Willem
%Z Part 2: E-Government Services and Open Government
%< avec comité de lecture
%( Lecture Notes in Computer Science
%B 18th International Conference on Electronic Government (EGOV)
%C San Benedetto del Tronto, Italy
%Y Ida Lindgren
%Y Marijn Janssen
%Y Habin Lee
%Y Andrea Polini
%Y Manuel Pedro Rodríguez Bolívar
%Y Hans Jochen Scholl
%Y Efthimios Tambouris
%I Springer International Publishing
%3 Electronic Government
%V LNCS-11685
%P 139-151
%8 2019-09-02
%D 2019
%R 10.1007/978-3-030-27325-5_11
%K Channel choice
%K Mixed methods
%K Public services
%K e-Government
%K Multi-channel management
%K Channel behavior
%K Udbetaling Danmark
%Z Computer Science [cs]
%Z Humanities and Social Sciences/Library and information sciencesConference papers
%X In spite of massive investment and increased adoption of digital services, citizens continue to use traditional channels to interact with public organizations. The channel choice (CC) field of research tries to understand citizens’ interactions with public authorities to make the interaction more efficient and increase citizen satisfaction. However, most studies have been conducted either as surveys of hypothetical services or in experimental settings, leading to a lack of empirical data from actual use contexts. Therefore, we present the results of a sequential mixed methods study which combines observations of citizen-caseworker interaction in a call center, contextual interviews with callers, and a survey classifying topics from 10,000 telephone calls. We contribute to the CC field and practice with rich empirical data from studies of actual channel choices. Specifically, the study explores the multiplex nature of real-life CC and demonstrate how telephone calls can be part of a process, which occurs across both traditional and digital channels. Moreover, we identify problems, which cause telephone calls related to digital services, and classify these in two groups: information related problems and action related problems.
%G English
%Z TC 8
%Z WG 8.5
%2 https://inria.hal.science/hal-02445798/document
%2 https://inria.hal.science/hal-02445798/file/485030_1_En_11_Chapter.pdf
%L hal-02445798
%U https://inria.hal.science/hal-02445798
%~ SHS
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC
%~ IFIP-TC8
%~ IFIP-EGOV
%~ IFIP-WG8-5
%~ IFIP-LNCS-11685