CRM E-GOVERNMENT SERVICES IN THE CLOUD

Abstract

Customer relationship management (CRM) is a business strategy whose outcomes optimize profitability, revenue and customer satisfaction by fostering customer satisfying behaviors and implementing customer-centric processes. CRM is often seen as a key element in delivering customer-centric services. Today CRM solutions are often implemented as a cloud computing service. Cloud computing refers to providing and using computational resources via the Internet. It enables the access to technology in the form of service on demand. Services and data coexist in shared and dynamically scaled set of resources. E-government is the organic combination of information technology and government management function. With the development of information technology, government has been upgrading from management-oriented mode to service-oriented one. Therefore, government CRM is a business strategy to provide comprehensive service from all public organizations. This paper presents a model of CRM in e-government system. Model includes process specification, metrics for evaluation of the system performance and recommendations for implementation. 1 Marko Vulic was born in 1985, in Belgrade, Serbia. He received his B.Sc. degree at the Faculty of Organizational Sciences in 2009 and a M.Sc. degree in 2010. Presently he attends his Ph.D. studies in e-business. As teaching associate he is involved in teaching courses covering the area of E-business, Internet marketing and E-education. He receives scholarship from the Ministry of Science and Technological Development, the Republic of Serbia. His current professional interests include ebusiness, Internet marketing, e-education, e-banking and CRM. He can be reached at marko@elab.rs. 2 Jovana Dadic was born in 1989, in Belgrade, Serbia. She is an undergraduate student at the Faculty of Organizational Sciences, University of Belgrade. As a student associate, she is involved in teaching courses, covering the area of E-Business and Internet technologies. She receives the scholarship Dositeja, from the Ministry of Youth and Sport, Republic of Serbia. Her current professional interests include e-business, data modeling and semantic web. She can be reached at jovana@elab.rs. 3 Konstantin Simic was born in 1985, in Belgrade, Serbia. He received his B.Sc. degree at the Faculty of organizational sciences in Belgrade, Serbia in 2010 and M.Sc. degree in 2011. As teaching asossiate he is involved in teaching courses covering the area of E-business, Internet technologies and Concurrent programming. His current professional interests include E-business, Internet technologies, Cloud computing and E-government. He can be reached at kosta@elab.rs. 4 Đorđe Mazinjanin was born in 1955, in Novi Karlovci, Serbia. He received his B.Sc. degree at the Megatrend University, and his M.Sc. degree at Faculty of Organizational Sciences,University of Belgrade. He was a Secretary of Secretariat for the Economy, City of Belgrade Authority from 2005 to 2008. He is a professor at the High Technology School of Professional Studies in Aranđelovac, Serbia. His current professional interests include e-government and e-business. He can be reached at djmazinjanin@elab.rs. 5 5 Aleksandar Milic was born in 1982. He received his M.Sc. Degree at the Faculty of Organizational Sciences in 2010. Presently he attends his Ph.D. studies in e-business. As teaching associate he is involved in teaching courses covering the area of E-business and Internet technologies. His current professional interests include internet technologies, e-education, e-business. He can be reached at milic@elab.rs.