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Notification
« May 11, 2006 | Main | May 26, 2006 »
18 May 2006
Citizen Relationship Management: the rocky road from transactions to empowernment
by Stephen F. King
The UK government has moved on from "electronic government" to "transformational government" (Cabinet Office, November 2005). "Customer-centric" public services and Customer Relationship Management (CRM) are seen as key elements of the new agenda. However, CRM originated in the private sector as a technology to support customer acquisition, retention and extension (cross-selling). The appropriateness of this technology to organisations striving to meet complex goals such as improving the quality of life for vulnerable people is open to question. Results of recent UK electronic government CRM programmes show that the focus for many local authorities has so far been systems integration, CRM-enabling call centres and the provision of routine transactions online. More advanced authorities are planning to use CRM to help them understand their citizens better. But more can be done. To this end, an alternative model of CRM progress is proposed which moves beyond transactions and customer insight and encourages citizens to co-produce the public services they consume.
An outline of this paper can be found here. The presentation is availabe on the Program on Networked Government Website. Stephen is looking forward to your comments.
Stephen F. King is a Senior Lecturer in Information Management at Leeds University Business School. He holds PhD in Information Systems from University of Warwick, an MPhil in Artificial Intelligence from University of Bradford and a BTech(Hons) in Computing from University of Bradford. He is a member of the British Computer Society and member of the UK Academy for Information Systems. Stephen King's research addresses five areas:
electronic government, electronic business, customer relationship management (CRM), enterprise resource planning (ERP) systems and electronic marketplaces.
Posted by Alexander Schellong at 9:34 AM