Public e-Services must be designed and made available in accordance with the demands and needs of the citizens. One way to meet these requirements is to establish contact centres in the municipalities to guide citizens and employees in their handling of public services to improve business processes and to incorporate social media and e-Services into the daily business. With an evolving e-Service landscape, new challenges arise  and the role of a contact centre is likely to change from a purely advising function to being a central player in developing the service game in municipalities. The paper presents arguments and plans for using a mix of methods in data collection aimed at identifying challenges in the pre-implementation phase as well as in the handling of e-Services and in the local administrations's outsourcing business processes to the new organisational body (the contact centre). Limitations in the design of the case study include the restricted focus on challenges in communicating e-Service offerings to citizens and employees, based on the overall municipality portfolio. Expected contributions are an “e-Service Communication Map” as a modelling technique for use in service performance and e-Service development.