Citizen Relationship Management Research Articles

Influence of citizen relationship management system on citizen participation in Taiwan: A participatory politics perspective

Although studies have investigated the development of citizen relationship management (CRM) systems in various cities, no understanding exists regarding how CRM systems operate and how they influence citizen participation. Moreover, limited studies have been conducted regarding the political factors that influence citizen participation through CRM systems. Drawing from data obtained through interviews with key stakeholders involved in the implementation of a CRM system in Taiwan, the present study comprehensively analyzed the primary political characteristics and effects of this system, outlined the political factors influencing system use, and formulated suggestions for mitigating the influence of politics on the system. The findings reveal that the development of the citizen relationship management system was constrained by potential political factors in public policy development. These factors included the dynamics of power relations between citizens and local governments, the politicization of policy processes, conflicts in policy decision-making models involving top-down and bottom-up approaches, the political intentions and motives of stakeholders, and the influence of potential policy actors. Considering the case of the Taiwanese citizen relationship management system, this study provides suggestions and guidance for policymakers aiming to minimize political influence on citizen participation, with a focus on tailoring these approaches to meet the specific public service needs of citizens.

Diversions from policing as usual: A more caring city with Atlanta’s 311PAD?

ABSTRACT Within the framework of “caring cities,” we report findings from a case study of two central and contested neighborhoods in Atlanta, Georgia (Peoplestown and Summerhill) using a descriptive spatial analysis approach. The purpose was to unpack how everyday citizens can embody the ethics and practice of care through the Citizen Relationship Management (CRM) tools developed by city leadership. In this case, we examined Atlanta’s 311PAD program. Has Atlanta’s 311PAD program resulted in a more caring and inclusive city when it comes to citizen engagement? What barriers to adoption could be removed to ensure these programs successfully cultivate a more caring, just, and inclusive city? Findings show that since the implementation of 311PAD in 2021, only 13 PAD referrals have been made in these neighborhoods, compared to a much higher volume of 311 calls. We speculate that calls may not have been categorized accurately and the level of 311 conflict calls not diverted to PAD may be partially the result of rapid gentrification.

An analytical citizen relation management system (CZRM) for social vulnerability mapping and policy recommendation in Brazil

The emerging field of Citizen Relationship Management has shown promise to combine data analytics and intuitive digital platforms to help public managers interpret citizen-driven data and draw out appropriate policy. However, research dates back to only the last ten years, and does not commonly focus on families of extreme social vulnerability or how to bring solutions that increase access to public infrastructure. This research addresses the central challenge of setting strategic intervention plans for these families considering their multiple levels of vulnerability and the limited government resources available to address them. The paper builds on the framework for analytical CZRM to prototype and build a tool that analyzes data about income, nutrition, and housing for over 34,000 low-income families in Ceará, Brazil. Each family is assigned a vulnerability score, which is then used to filter public policy recommendations that address specific vulnerability profiles. The CZRM derives from over one year of interaction with government stakeholders who expressed their needs. Further software validation was completed with a series of test cases which ensured the tool was working and showing accurate results. The interactive mapping, ranking and filtering tool exemplifies an emerging decision support system to build a citizen portfolio and to set strategies to provide public services to different citizen groups.

Big data-assisted urban governance: An intelligent real-time monitoring and early warning system for public opinion in government hotline

The implementation of big data-based analysis, conducting forecasts, and increasing service capabilities in smart government affairs can effectively enhance the efficiency of urban emergency management. The government hotline is an effective citizen relationship management (CRM) tool that generates a large amount of appeal information every day. Identifying and predicting public opinion hotspots of citizen complaints in real time and accurately identifying periodic and mass incidents present major challenges to city managers. In this study, we propose a pattern-based identification and early warning system for public opinion. This system uses an improved mining algorithm for frequent patterns to accurately identify topics and their corresponding case information and adopts a word-weight method to assign weights to frequent patterns, such that more important information would have a higher weight. Cosine similarity is used to calculate a similarity matrix for frequent patterns in the text content, thereby accurately distinguishing between repeated events and events of major interest. Moreover, a hash table-based retrieval and improved text rank are proposed to extract text summaries. Finally, we define sudden issues of major interest and develop an identification and early warning system for public opinion that is easy to operate, with effective user interaction and data visualization interfaces. A real case study is implemented to experimentally identify public opinion accurately and perform early. The average accuracy rate of data mining reached 87.95% in the first half of the operational evaluation of the system. Besides, when compared with the analysis of the conventional SQL statements, the retrieval efficiency is improved by 6 times and supports multi-keyword retrieval. Consequently, the enhanced text rank summary extraction algorithm improves p@10 accuracy by 6%.

Analysis of Citizen Relationship Management (CRM) in the effort of Handling Public Facilities Infrastructure (PPSU) in the Kartini’ Sub District , Central Jakarta

Citizen Relationship Management Mobile is an application that is created to be able to follow up on all complaints that have been reported by Jakarta's residents so that local governments of DKI can coordinate faster in resolving complaints of Jakarta’s society. Kartini sub-district applies a CRM application in handling public complaints regarding the handling of public facilities infrastructure (PPSU). Through the CRM application, PPSU of Kartini sub-district workers can find community reports, not only locations or pictures of the actual condition of reported public facilities but also their identities so that public's complaints can be resolved quickly. However, what often happens is that reports submitted by the society through pictures (photos) are not suitable with the actual situation, the address is not clear as well and also it does not include the identity of the reporter. This makes it difficult for PPSU of Kartini sub-district workers to follow up. Another problem faced is that several complaints reports do not include the main duties and functions of PPSU workers. The method used in this research is a descriptive qualitative approach to collect information about real current conditions. Interviews were conducted with 8 informants. The results showed that the application of CRM in the Kartini’s sub-district was quite effective, as indicated by the level of reports/complaints related to the handling of public facilities submitted by the residents, which decreased significantly, although there were still obstacles faced so that the implementation of CRM ran optimally. Various efforts have been made by the Kartini sub-district to overcome these obstacles so that the follow-up of reports/complaints from the public regarding public facilities infrastructure has higher quality, faster, more precise, and accurate.

Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept

Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision.

Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept

Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision.

Attributes of a Relationship Management Model for the Public Sector (CiRS Exec)

The New Public Management has encouraged the adoption of managerial tools by the public administration. In this context, the Citizen Relationship Management (CiRM) strategy allows for the improvement of the relationship with citizens and encourages citizenship. Thus, this research aims at identifying evidence for validity and reliability of a citizen relationship scale (CiRS Exec) for the Federal Executive Branch in Brazil, as well as a citizen’s satisfaction index. Exploratory and confirmatory factor analyses have been used, through structural equation modeling. The measurement model has presented good adjustment and a unifactorial structure scale named ‘Citizen Relationship’, comprising 13 items.

Electronic Citizen Relationship Management (e-CiRM) Modeling towards Serang as a Smart City

Electronic Citizen Relationship Management (e-CiRM) Modeling towards Serang as a Smart City

Does Citizens’ 311 System Use Improve Satisfaction with Public Service Encounters?—Lessons for Citizen Relationship Management

ABSTRACT Citizen Relationship Management (CRM) based on information and communication technology offers immediate and efficient response to citizens’ needs, and when citizens use the CRM services and in turn have positive service experience via the use of the CRM services, their perceived assessment to public service quality and performance can be improved. This study draws on data from the citizen survey of the City and County of San Francisco to test the relationship between citizens use 311 system to contact with the City Hall and citizen satisfaction with the quality of public service encounter. The finding indicates that citizens who use 311 system are more satisfied with the courtesy and professionalism of public officials than citizens who do not. However, the question-response capacity of public officials has opposite result. Citizens who use 311 system are problem-solved orientated and have high expectation of how well their questions are responded and be resolved by public officials.

The Moderation Influence of Power Distance on the Relationship Between Technological Factors and the Successful Implementation of Citizen Relationship Management in the Public Sector

The revolution of information and communication technology and the widespread use of it in all aspects of daily life, whether on a personal or institutional level, leads to the increase demand of citizens to get advanced and integrated electronic services. This has pushed many government institutions to implement Citizen Relationship Management systems to improve their performance and provide more sophisticated, efficient and effective services to citizens. However, previous studies have revealed the high rates of failure of such systems, and institutions have suffered significant financial losses. Studies on successful implementation of these systems in the public sector are rare, leaving us a nearly unexplored field of research. This study reinforced the body of knowledge on the successful implementation of Citizen Relationship Management by attempting to bridge the gap in previous studies and propose a comprehensive, unique and innovative theoretical model combining the technological context of Technological, Organizational, and Environmental (TOE) theory, and the power distance factor of Hofstede's national cultural model as a moderator. This study aims to provide new insights into the factors that affect the successful implementation of Citizen Relationship management. The model was examined empirically through a quantitative study conducted on one of the Omani government institutions. The theoretical framework was verified using the structural equation modeling (SEM) approach using SmartPLS software. IT infrastructure and system quality found to be significant technological factors affecting the successful implementation of Citizen Relationship Management. Further, the power distance found to be significant moderator.

Citizen feedback and executives

PurposeThe purpose of this paper is to design a model in order that government hears citizen voices and welcomes people’s suggestions to improve its performance, it may be regarded as Management By People’s Suggestions.Design/methodology/approachAfter designing a conceptual model, collected data through the responses of 451 questionnaires from nine areas of Iran Territory Development Plan were analyzed using the structural equation model and an ANOVA.FindingsThe results indicate three directions are initiatives for the action of using citizens’ opinions to improve government performance. The directions are as follows: the direction of government strategies moving toward citizens’ needs; the direction of developing a seamless, integrated, coordinated, relationship between citizens and authorities; and the direction of centralizing citizens’ suggestions and criticisms.Practical implicationsThis study suggests an approach using citizen feedback to improve government performance in Iran where it appears to be signs of a gap between people and government.Originality/valueThis paper reveals that, before any effort for citizen relationship management, investigations into effective directions which affect citizen–government relationship seems essential.

Evaluating Citizen Satisfaction and Prioritizing Their Needs Based on Citizens’ Complaint Data

Citizen Relationship Management (CiRM) is one of the important matters in citizen-centric e-government. In fact, the most important purpose of e-government is to satisfy citizens. The ‘137 system’ is one of the most important ones based on the citizen-centric that is a municipality phone based request/response system. The aim of this research is a data-mining of a ‘137 system’ (citizens’ complaint system) of the first district of Bojnourd municipality in Iran, to prioritize the urban needs and to estimate citizens’ satisfaction. To reach this, the K-means and Bees Algorithms (BA) were used. Each of these two algorithms was executed using two different methods. In the first method, prioritization and estimation of satisfaction were done separately, whereas in the second method, prioritization and estimation of satisfaction were done simultaneously. To compare the clustering results in the two methods, an index was presented quantitatively. The results showed the superiority of the second method. The index of the second method for the first needs in K-means was 0.299 more than the first method and it was the same in two methods in BA. Also, the results of the BA clustering were better at it because of the S (silhouette) and CH (Calinski-Harabasz) indexes. Considering the final prioritization done by the two algorithms in two methods, the primary needs included asphalt, so specific schemes should be considered.

Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model

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

Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model

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

The Necessity of Digital Citizenship and Participation

Many recent developments justify how social and political participation through new media and information and communication technology is an urgent matter for many developed countries [...]

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Many municipal governments adopted 311 decades ago and have advocated access equality in citizens’ use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported the idea that 311 is viewed as a method of digital civic engagement that many municipal governments adopt to maintain citizen relationship management and the capacity for government service delivery. However, we are still unclear about how citizens use it. This study applies the theory of channel expansion to examine how San Francisco residents use the 311 system, and how citizens’ technology experiences impact their 311 digital contact channel choices rather than the 311 hotline contact channel choice. In addition, we discuss major issues in citizens’ 311 contact choices, so that 311 municipal governments may draw lessons from the San Francisco experience.

Convergence between Marketing Approaches and the Aims of the Public Administrations: Towards an Optimization of the Citizen Relationship Management (CiRM) in Morocco

Traditionally, there is a tendency to think that administration and marketing are two antagonistic notions. Marketing is the science of designing the supply of a product according to the analysis of consumer expectations and taking into account the capacities of the organization as well as all the constraints of the socio-demographic, competitive environment, legal, cultural in which it evolves. For Butler and Collins (1994) marketing has shifted from transactional marketing, rather product-oriented to relational marketing, more client-oriented, which corresponds more to the expectations of public administrations regarding their relations with the citizen, especially the user. But in Morocco, there is a marketing myopia in the public sector. Indeed, this industry often complains about the lack of citizens’ interest in their services and products. These citizens become more demanding and must be satisfied. This article thus has a twofold objective: first, to show wherein the marketing myopia in Moroccan Public Administrations lies, in order to define the heart of their business, and second, to propose a marketing mix for these administrations to optimize their Citizen Relationship Management (CiRM) and see how e-administration responds to a marketing approach.

Citizen Relationship and Grievance Management System (CiR&GMS) through Multi-Channel Access for e-Government Services

Citizens are demanding greater access to interaction with government through their preferred channels or devices. The private sector uses different channels for their services, citizens except same level of services from the public sector. Therefore public sector needs to focus on creating multiple delivery channels (Traditional such as face to face, Telephone and Modern channels such as Website, E-mail, SMS), so that citizens can have ‘channels of choice', depending on specific needs, demands and preferences in order to increase citizens' participation and satisfaction. For this reason, the paper's purpose is 1) To understand multi-channel architecture, Integration, Management and its Strengths & Weakness 2) To develop a frame work for Citizen Relationship and Grievance Management System (CiR&GMS) for a single view 3) By applying proposed framework, To identify what types of channels are providing to access public services at National, State and Local level governments in India as a case study 4) To find out challenges and issues in implementation of multi-channel service delivery. The key findings of the case study are: a) There is no declining in providing traditional channels after introducing modern channels b) Many departments are offering mixed channels c) Usage of Mobile/SMS, Social media and Wi-Fi hotspots based channels are in initial stage d) t-Government channel is not yet initiated in any department e) Multi-channel integration and management is not yet initiated by many departments, these departments are managed channels as separate silos. The proposed framework may provide some guidance to the decision and policy makers in the public sector. However, such initiatives have many challenges to the developing countries like India.

Citizen satisfaction survey as a tool of citizen relationship management of local government in Slovakia

Citizen Relationship Management (hereinafter referred to as CiRM) becomes increasingly important in the countries of so called post-communist Europe nowadays. The communication process in the citizen -municipality relationship is at present no longer about one-way informing of the citizens about orders, prohibitions or obligations. People want to be informed and to be at the heart of the process. At the same time, considering the democratic development of society and modern technical means, they also feel the need both to actively participate in the public life through expressing their opinions, comments or suggestions, and to influence the development of the environment in which they live. Not only enterprises but also the state and public administrations and regional and local self-governments inevitably have to adapt to it. Based on the research carried out in the cities of the Slovac Republic (SR), in which currently approximately 55% of all citizens of Slovakia live, the presented scientific paper evaluates the current state, level and the importance of the conduct of local citizen satisfaction surveys in relation to local governments as a tool of the CiRM managed by the municipal authorities or by any persons or institutions authorized by them. Thispaper also points out several deficiencies it entails particularly in the area of publication of identified findings by the cities of the SR.