{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T15:28:47Z","timestamp":1781105327510,"version":"3.54.1"},"reference-count":36,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,4,1]]},"abstract":"<p>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.<\/p>","DOI":"10.4018\/jesma.2010040101","type":"journal-article","created":{"date-parts":[[2010,4,19]],"date-time":"2010-04-19T19:13:37Z","timestamp":1271704417000},"page":"1-16","source":"Crossref","is-referenced-by-count":3,"title":["Enhancing Complaint and Problem Management"],"prefix":"10.4018","volume":"2","author":[{"given":"Gustaf","family":"Juell-Skielse","sequence":"first","affiliation":[{"name":"Royal Institute of Technology, Sweden"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jesma.2010040101-0","unstructured":"Al-khamayseh, S., Lawrence, E., & Zmijewska, A. (2006). Towards Understanding Success Factors in Interactive Mobile Government. In I. Kushchu, C. Broucki, & G. Fitzpatrick (Eds.), Second European Mobile Government Conference, Brighton, UK (pp. 11-19). 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