Browsing Fakultet for helse, velferd og organisasjon by Author "Lofthus, Ann-Mari"
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From the desk to the cyborg’s faceless interaction in The Norwegian Labour and Welfare Administration
Fugletveit, Ragnhild; Lofthus, Ann-Mari (Peer reviewed; Journal article, 2021)We explore the shift from desk to digital services in the Norwegian Labour and Welfare Administration (NAV). This organizational shift is part of the “Channel Strategy”, which aims to route service users through multiple ...