Citizen Relationship Management: A Study of CRM in GovernmentThis study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM/CiRM by administrators, elected officials and consultants as well as its implementation and impact on the municipal level and in a multijurisdictional environment in the United States. Although the explorative part of the study focuses broadly on a theoretical conceptualization of CiRM, the immediate empirical referent of research are the 311 initiatives in the City of Baltimore, the City of Chicago, the City of New York and Miami-Dade County. Thus, the results help administrators and researchers to convey the idea and challenges of 311 well. The study shows that CRM is to a certain extent only partly able to make novel contributions to currently active reform movements in government. In addition, the study's findings support the idea that CiRM provides the means to a different kind of public participation. |
Common terms and phrases
311 Answer Center 311 Call Center 311 contact center 311 projects Accenture activities addition Administration & Society agencies analysis behaviour budget call takers call volume channels Chicago CiRM CitiStat citizen as customer Citizen Relationship Management citizen satisfaction citizen-government relationship citizen-orientation clients collaboration communication complex CompStat concept costs CRM software CRM systems Customer Lifetime Value Customer Relationship Management customer satisfaction customer service departments DoITT eGov eGovernment elected officials employees ernment focus goals identified impact implementation improve initiatives interaction internal Internet interviews issues Journal leadership Marketing mayor ment Miami-Dade County Motorola municipal needs non-emergency operations organisational personal information perspective political programs Public Administration Review Public Management public participation public services reforms Regional 311 Answer responsible role service requests social strategy theory tion tomer Total Quality Management understanding Web portal York