Tjänstemannadialogens betydelse för implementeringen av One-Stop-shops : - en fallstudie om Uppsala kommuns Kontaktcenter

Sammanfattning: Abstract  The purpose of this bachelor thesis is to deepen the understanding of the role of civil servants and officials within public management when implementing public policy as the One-Stop-shop solution of public service. Previous research states that there is no evident blueprint for implementing a One-Stop-shop, where all contact and task management is redirected to one entrance point. This is something that requires involvement of many actors from different divisions of the municipality and poses a great challenge for the executive civil servants. To achieve the thesis’ purpose, the study will apply qualitative methods and gather empirical materials through interviews with civil servants within Uppsala municipality who are responsible for the implementation of the Uppala One-Stop-shop. The material was analyzed through qualitative text analysis and the main findings were somewhat favourable and states that in this case cross-level communication, vertically and horizontally, within the municipality has been crucial to the success of implementation by minimizing the occurrence of common obstacles as well as overcoming obstacles. Lastly the results and analysis are discussed to indicate the strengths and weaknesses of this single case.