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Title: Reengineering municipality citizen electronic complaint system through citizen relationship management
Authors: Chu,Pin-Yu;Yeh,Shang-Ching;Chuang,Meng-Chieh
Contributors: 政大公行系
Keywords: electronic government;e-government;local government;customer relationship management;CRM;citizen relationship management;CzRM;citizen electronic complaint systems;CECS;reengineering;government-to-citizen;G2C;Kaohsiung City Government;KCG;Taiwan;municipality.
Date: 2008-11
Issue Date: 2013-09-09 11:10:07 (UTC+8)
Abstract: Government-to-Citizen (G2C) is the primary function of electronic government. Among various G2C services, Citizen Electronic Complaint Systems with interactive features play an important role in facilitating citizen participation. This research takes the Kaohsiung Citizen Electronic Complaint System in Taiwan as an example to demonstrate the benefits of employing citizen relationship management when revising a government-to-citizen electronic government system, including: better understanding of citizens, better service performance, increased public participation, and improved internal management and control. Policy implications and directions for system improvement are presented for municipality policymakers and system administrators in order to further enhance electronic democratic mechanisms.
Relation: Electronic Government, 5(3), 288-309
Data Type: article
Appears in Collections:[公共行政學系] 期刊論文

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