Fostering a customer-centric e-government through customer relationship management readiness assessment

Abstract

Customer relationship management (CRM) has become a top priority in business circles. Reports have even discovered a great willingness to put CRM principles to work for the public sector, with studies finding a large gap between the intention toward implementing CRM capabilities and the actions governments take to develop those capabilities. This paper identifies CRM readiness in order to foster a digital government system on customer equity from a customer-centric perspective of an internet business model (i.e., an e-gov. model). According to 478 valid questionnaires from a list of 250 benchmarked governments in Taiwan, this study suggests placing the greatest emphasis on steering readiness and process readiness to embark on the CRM journey. A government should also propagate its e-gov value to enrich customer perception of the administration performance.