CIRM: Strategy for the management of relations with citizens in eGovernment
Keywords:
CiRM, CRM, citizens, information and communication technologies (ICT), information society, e-goverment,Abstract
While CRM (Customer Relationship Management) has been researched andapplied in private enterprises for years. On the contrary, concurrent with the emergenceof e-government and the general tendency of transferring more and more business concepts into the government domain, CiRM (Citizen Relationship Management) has only recently gained attention as a concept for government. Thus, CRM, primarily a concept of the private sector for its multi-benefit approach, is catchingup fast in public sector, with constituents worldwide demanding better and more customized services built around their needs and to be treated as customers. This has compelled public sector to act like the private in certain ways and to embrace CiRM to ensure better planning and resource allocation leading towards constituents’ satisfaction and better quality of life. This paper analyses benefits, criticalaspects and provides a conceptual framework for CiRM in e-government.References
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