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Capturing Citizens Experienced Value from Municipal Services: Developing an Evaluation Model in a Swedish Municipal Project
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Systems and Technology. (VIS, FODI)
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering.ORCID iD: 0000-0001-7621-2649
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering.ORCID iD: 0000-0001-5610-2944
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Systems and Technology.
2022 (English)In: 2022 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM), Kuala Lumpur: IEEE, 2022, p. 1266-1270Conference paper, Published paper (Refereed)
Abstract [en]

Evaluation is often connected to the use of quantitative data. However, in some contexts, quantitative data is not entirely comprehensive. Municipalities offer government services to citizens but have difficulty evaluating the value citizens experience from the services. Therefore, this paper presents the results of a project involving Mid-Sweden University and the Sundsvall municipality in central Sweden by presenting a model for citizen value collection. The value collection targets municipal workers (service providers) and citizens (service receivers). The model is constructed using design science and builds upon the recursive quality management methodology of Plan-Do-Study-Act. The results provide a valuable model for practice (municipalities), allowing citizen and worker values to be collected from municipal services and comparing them to evaluate whether any value gaps must be addressed.

Place, publisher, year, edition, pages
Kuala Lumpur: IEEE, 2022. p. 1266-1270
Keywords [en]
Evaluation, model, municipality, values
National Category
Engineering and Technology Civil Engineering
Identifiers
URN: urn:nbn:se:miun:diva-46782DOI: 10.1109/IEEM55944.2022.9989523Scopus ID: 2-s2.0-85146361577ISBN: 978-1-6654-8687-3 (print)OAI: oai:DiVA.org:miun-46782DiVA, id: diva2:1724784
Conference
2022 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)
Available from: 2023-01-09 Created: 2023-01-09 Last updated: 2023-01-31Bibliographically approved

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Hasselblad, AnnikaBäckström, IngelaIngelsson, PernillaOlsson, Leif

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Hasselblad, AnnikaBäckström, IngelaIngelsson, PernillaOlsson, Leif
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Engineering and TechnologyCivil Engineering

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf