E-mail Responsiveness in the Public Sector

摘要: During the last decade, scope of digital communication between citizens and public sector has increased rapidly, consequently, use Web technologies replaced traditional face-to-face interactions other conventional accepted modes exchange. The aim online dialogues is to provide with certain standards values efficiency effectiveness thereby create more efficient channels users, such as businesses. By shedding light on this fact, present study investigates response time quality reference e-mail inquiries municipalities in Norway. findings indicated that, general, there a short sector. answers provided was relatively high, but large variance noticed profundity complexity answers. It observed that seventeen percent did not respond inquiry. A potential for possible improvements also connected autoreplies, function which been implemented by only ten municipalities. offers suggestions methods governments can improve their performance interest enhanced service