Abstract
The Great Merger of the Heisei Era has completed in March, 2006. Local Governments throughout the nation have been working on redeveloping and sharing systems in order to improve services for citizens and to reduce cost. Since Sapporo city introduced its call center in 2003, first in Japan, many local governments have started studying introduction of call centers including shared call centers. However, its evaluation standards stand not on the viewpoint of users’ utility, but on the viewpoint of service providers’ selection criteria.
This paper presents new quality standards for shared local government call centers, based on the citizens’ utility such as services with quickness and accuracy. A model of the center is constructed, and this paper evaluates the shared centers based on the new evaluation standards. Guidelines for determining the parameters of the centers to improve services for citizens are shown to be made.
