Abstract
CiRM (Citizen Relationship Management) has an important role in the government because it puts citizen in the best interests. So far the implementation of e-government only focused on the technology assimilation process. Since existing e-government maturity assessment models only measure the ability of e-government technology, they lack in consideration towards citizen needs. Therefore an e-government maturity assessment model is developed by incorporating elements of CiRM. The model was developed through a grounded theory qualitative study approach. The object of this research is e-government application owned by the city of Surabaya. This research developed CiRM oriented e-government maturity model consisted of organization, interaction, service and citizen insight dimensions. This model then was used to assess the maturity of CiRM oriented e-government implementation of Surabaya Single Window (SSW) online service
Highlights
CIRM (Citizen Relationship Management) has an important role in the government because it puts citizen in the best interests
CiRM oriented e-government maturity model consisted of 4 dimensions and 12 factors
While citizen insight dimension was consisted of three factors, namely citizen requirements and profile analysis, knowledge sharing among government employees and performance measurement
Summary
CIRM (Citizen Relationship Management) has an important role in the government because it puts citizen in the best interests. Since existing egovernment maturity assessment models only measure the ability of e-government technology, they lack in consideration towards citizen needs. This research developed CiRM oriented e-government maturity model consisted of organization, interaction, service and citizen insight dimensions. This model was use d to assess the maturity of CiRM oriented e-government implementation of Surabaya Single Window (SSW) online service. The results of the study [7], [8] showed that most of the models of e-government maturity measurement were technology assimilation models These models assessed the maturity of egovernment solely based on the technology or infrastructure factors adopted and used by institutions, such as websites, portals, applications and networks. Effective CIRM will assist institutions/government agencies to develop and maintain strong relationships with people
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