Citizen Relationship Management

Citizen Relationship Management

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This 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 studya€™s findings support the idea that CiRM provides the means to a different kind of public participation.and if they want to call back and verify where things are at in the process, they a#39;ve got a claim check, so to speak, that they can use ... m Figure 4-1: Screenshot of the Motorola CSR application the 3 1 1 service center who provide accurate and.

Title:Citizen Relationship Management
Author:Alexander Schellong
Publisher:Peter Lang - 2008


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