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Editor Login
Convener in chief:
David Lazer
(Methodology, Networked Governance)
Editors:
Stanley Wasserman
(Current Trends, Methodology, Social Networks)
Allan Friedman
(Simulations)
Nathan Eagle
(Technology, Social Computing, Powerlaws, Current Trends)
Ben Waber
(Technology, Social Computing) Thomas Langenberg
(Technology, Social Computing, Social Networks, Current Trends)
Ines Mergel
(Knowledge Sharing, Social Computing, Social Software, Current Trends)
Brian Rubineau
(Social Dynamics, Societal Networks, Simulations)
Maria Binz-Scharf
(Qualitative Methodology, Knowledge Sharing, eGovernment)
Jeff Boase
(Technology, Societal networks)
Alexander Schellong
(Admin, eGovernment, Citizen Relationship Management)
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Recent Entries
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Recent Comments
- Re: Citizen Relationship Management ? - Part I
By: Thomas Langenberg
Date: Jan 27, 2006 10:34 AM
Notification
« Innovation, Social Capital, and Entrepreneurial Strategy - Part I | Main | Privacy issues and possible collateral uses of NSA data »
22 January 2006
Citizen Relationship Management ? - Part I
My next entries will discuss the application of Customer Relationship Management in the public sector. Other terms used are citizen or constituent relationship management. As this is a relatively new topic and less applied concept in the pulic sector I hope our visitors are interested in sharing some of their ideas or questions with me.
What is CiRM?
In how war is CiRM different from CRM?
How is it understood in government?
How is CiRM implemented?
Will it have an impact on customer service in the ps? What other impacts do you expect.
What other questions should we ask?
I am looking forward for your input. I will provide further information on Citizen Relationship Management at my website.
Posted by Alexander Schellong at January 22, 2006 6:40 PM
-
.
- Business (2) .
- Citizen Relationship Management (13) .
- Commentary (5) .
- Complexity (2) .
- Current Trends (40) .
- eGovernment (15) .
- Events/Announcements (51) .
- Innovation (12) .
- Internet (14) .
- Knowledge Sharing (16) .
- Methodology (28) .
- Networked Governance (14) .
- Networks in political science (1) .
- PNG Working Paper Series (6) .
- Powerlaws (4) .
- Reviews (2) .
- Simulations (1) .
- Small group networks (3) .
- Small Worlds (2) .
- SN in the news (56) .
- Social Capital (2) .
- Social Computing (9) .
- Social Finance (1) .
- Social Networking Platforms (8) .
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- Social Software (22) .
- Societal Networks (33) .
- Technology (27)
Comments
I think it is a fascinating idea having public adminstrations, which track and monitor their interactions with the citizens. In doing so, the citizen builds trust and confidence in what the PA is doing and the PA, in turn, might be better able to learn what the "citizen really wants". Especially the latter point has often been discussed (more or less successful) in the in the e-government literature!
I think one of the most important questions to ask is to what extent citizens can be treated as customers of the public administration? Are citizens bringing any kind of value to public adminstrations, and what are the "(universal) service obligations" a public administration has with respect to the citizens!
Posted by: Thomas Langenberg at January 27, 2006 10:34 AM