Municipal Contact Centres: Fid-Bau Portal

Municipal Contact Centres

Bernhard, Irene

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.