Abstract
Nowadays governments have recognized the need to improve their relationship with citizens, and to put citizens’ needs at the center of government thinking. Citizen relationship management (CzRM) is derived from the commercial concept customer relationship management (CRM). In this paper, the value chain model of CzRM is proposed, which combines a set of functionalities obtained from CRM and good governance literature. This model is a framework for understanding current situation of CzRM and opportunities for improvement which enables governments to become more citizens centric. Finally, the results of implementing the proposed model in an Iranian governmental organization are presented as an empirical study. Key words: Value chain, citizen relationship management, good governance.  
Highlights
A stylized fact of development policy has become that “good governance” is a necessary pre-requisite for raising a nation's rate of growth, lowering poverty and generally achieving development goals (Epstein and Gang, 2009; Mayo, 2004)
The objective of this paper is to develop a framework for: (1) determining primary stages and necessary supporting conditions of citizen relationship management (CzRM), (2) evaluating the performance of CzRM systems in different governmental organizations, and (3) improving decision making process by introducing key drivers of CzRM success in each organization
Governance can only be good and effective when it is restrained by the law and when there are professional independent authorities to enforce the law in a neutral, predictable fashion
Summary
The value chain of citizen relationship management (CzRM): A framework for improvement. Nowadays governments have recognized the need to improve their relationship with citizens, and to put citizens’ needs at the center of government thinking. Citizen relationship management (CzRM) is derived from the commercial concept customer relationship management (CRM). The value chain model of CzRM is proposed, which combines a set of functionalities obtained from CRM and good governance literature. This model is a framework for understanding current situation of CzRM and opportunities for improvement which enables governments to become more citizens centric. The results of implementing the proposed model in an Iranian governmental organization are presented as an empirical study
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