A Study of e-Government Business Model with Customer Relationship Management Driven in Taiwan

Abstract

The study examined the relationship among customer relationship management (CRM) readiness, e-government (e-Gov) business model and customer equity to indicate the advisable actions on citizen-centric e-Gov business model. Based on the benchmarking concept, the study used the questionnaire to analyze the influences of CRM readiness (blueprint management, change management, human resource, process management, ICT resource) on e-Gov business model (administration innovation, customer interface, service infrastructure, resources allocation) and the effect of citizen-centric e-Gov business model through customer equity (value, brand, relationship). The results can identify the level of CRM readiness in Taiwanese leading departments/agencies and improve the service process for e-Gov business model with a CRM perspective. The study found that: 1. Governments can enhance the effects of e-Gov business model through CRM readiness examining. 2. The sustainable customer equity can be transformed through e-Gov business model. 3. CRM participation and experience sharing could be broadened through the mechanisms of life-long learning for public servants further.