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. &nbsp

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

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Summary

Full Length Research Paper

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

INTRODUCTION
CITIZEN RELATIONSHIP MANAGEMENT VALUE CHAIN
Citizen portfolio analysis
Service design
Organizing the network
Delivery channel management
Manage the citizen lifecycle
Strategic direction
Legal infrastructure
Information and communication technologies
Citizen engagement
CASE STUDY
Information and communications technology
Supporting Conditions
Life cycle management of citizens
CONCLUSION
Proposals Reports Criticism Emotions web
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