Irene Bernhard and Kerstin Grundén
In both cases there were combinations of formalized and informal learning strategies in the CCs which seemed to contribute to continuous learning processes. The flexible and close co‐operation among the employees at the CC contributed to a good co‐operative working climate facilitating the learning processes. In both cases there was a need to have continuous updating of skills, although there were somewhat different competence needs in the cases related to the organization of the work. Some learning challenges for the handling officers were to adapt to a more process‐oriented organization of their work, and more co‐operation with their colleagues both in the back office and at the CC. They now had the possibility to plan their work with handling of matters in a better way than before. Initially, many handling officers were afraid of losing their jobs and work tasks to CC, contributing to negative attitudes towards CC, and hampering the learning process of taking part in the implementation process.
The establishment of a CC is a comprehensive organizational change process affecting the whole municipal administration. A challenge for the municipalities is to formulate relevant strategies and manage the implementation in order to involve all employees.
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