Reengineering municipality citizen electronic complaint system through citizen relationship management

Electronic Government

Volumn 5, Issue 3, 2008, Pages 288-309

  Chu, Pin Yu ^a   Yeh, Shang Ching ^b   Chuang, Meng Chieh ^c  

^a NATIONAL CHENGCHI UNIVERSITY   (Taiwan)

^b NATIONAL SUN YAT SEN UNIVERSITY   (Taiwan)

^c Information Management Center   (Taiwan)

Author keywords

CECS; Citizen Electronic Complaint System; Citizen relationship management; CRM; Customer relationship management; CzRM; E government; Electronic government; G2C; Government to Citizen; Kaohsiung Citizen Electronic Complaint System; Kaohsiung City Government; KCECS; KCG; Municipality; Reengineering; Taiwan

Indexed keywords

EID: 46349102580     PISSN: 17407494     EISSN: 17407508     Source Type: Journal    
DOI: 10.1504/EG.2008.018876     Document Type: Article

References (30)

1. Al-Mashari, M., Zairi, M. and Okazawa, K. (2006) 'Enterprise Resource planning (ERP) implementation: A useful road map', International Journal o Management and Enterprise Development, Vol. 3, No. 1/2, pp. 169-180.
2. Bose, R. (2002) 'Customer relationship management: Key components for IT success', Industrial Management and Data Systems, Vol. 102, No. 2, pp.89-97.
3. Chang, H. K., Hsiung, C. and Tsai, R. (2006) 'The design and analyses of customer relationship management using ARIS technique', International Journal of Management and Enterprise Development, Vol. 3, No. 1/2, pp. 1-18.
4. Chao, C., Jen, W., Chi, Y. and Lin, B. (2007) 'Determining technology trends and forecasts of CRM through a historical review and bibliometric analysis of data from 1991 to 2005', International Journal of Management and Enterprise Development, Vol. 4, No. 4, pp.415-427.
5. Chuang, M. (2004) Looking into the Surveys of Satisfaction Rate of City Mayor's Mailbox via Citizen Relationship Management, Unpublished master thesis, National Sun Yat-Sen University, Kaohsiung. (in Chinese)
6. Coleman, C. (2004) 'Citizen relationship management', US General Services Administration, Newsletter issue, Vol. 14, No. 6.
7. Greenberg, P. (2001). CRM at the Speed of Light, Osbome/ McGraw-Hill, Berkeley, CA.
8. Ho, A. T. (2002) 'Reinventing local governments and the e-government initiative', Public Administration Review, Vol. 62, No. 4, pp. 434-444.
9. Horlzer, M. and Kim, S. T. (2005) 'Digital Governance In Municipalities Worldwide-An Longitudinal Assessment of Municipal Websites throughout the World', http://unpanl.un.org/intradoc/groups/ public/documents/ASPA/UNPAN022839.pdf
10. Kakabadse, A., Kakabadse, N. K. and Kouzmin, A. (2003) 'Reinventing the democratic governance project through information technology? A growing agenda for debate', Public Administration Review, Vol. 63, No. 1, pp. 44-60.
11. Kannabiran, G., Xavier, M. J. and Anantharaaj, A. (2004) 'Enabling e-governance through citizen relationship management-concept, model and applications', Journal of Services Research, Vol. 4, No. 2, pp. 223-240.
12. Kaohsiung City Government Information Management Center. (2007) Kaohsiung Citizen E-complaint System Data, (unpublished).
13. Kim, E. and Lee, B. (2007) 'An economic analysis of customer selection and leveraging strategies in a market where network externalities exist', Decision Support Systems, Vol. 44, pp. 124-134.
14. King, S. F. (2006) 'Citizens as customers: Exploring the future of CRM in UK local government. Government Information Quarterly, Vol. 24, 47-63.
15. Larsen, B. and Milakovich, M. (2005) Citizen Relationship Management and e-government, in M. A. Wimmer et al. (ed.), EGOV, Spring-Verlag, Berlin, Heidelberg, pp.57-68.
16. Milakovich, M. E. and Gordon, G. J. (2004) Public Administration in America, Wadsworth, California.
17. Muther, A. (2002) Customer Relationship Management: Electronic Customer Care in the New Economy, Springer, Heidelberg.
18. Nasif, T. (2004) 'Using customer relationship management to serve citizens', US General Services Administration, Newsletter issue, Vol. 14, No. 1.
19. Nowlan, S. (2001) Citizen Relationship Management. eCRM in the Public Sector, Pricewaterhouse-Coopers, USA.
20. Osborne, D. and Gaebler, T. (1992) Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector, Addospm-Wesley, Reading, MA.
21. Teo, T. S. H., Devadoss, P. and Pan, S. L. (2006) 'Toward a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore', Decision Support Systems, Vol. 42, pp. 1613-1627.
22. Seifert, J. W. and Petersen, E. R. (2002) 'The promise of all things e? Expectations and challenges of emergent electronic government', Perspectives on Global Development and Technology, Vol. 1, No. 2, pp. 193-212.
23. United Nations (2005) 'Global e-government readiness report 2005: From e-government to e-inclusion', retrieved June 8, 2007 from http://unpanl.un.org/intradoc/groups/public/documents/un/unpan021888.pdf.
24. West, D. M. (2007a) 'Global e-government 2007', retrieved October 5, 2007 from http://www.insidepolitics.org/egovt07int.pdf.
25. West, D. M. (2007b) 'State and federal e-government in the United States, 2007', retrieved October 5, 2007 from http://www.insidepolitics.org/egovt07us.pdf.
26. White House, Office Management and Budget (2002) 'The strategy of e-government', at http://www.whitehouse.gov/omb/inforeg/ egovstrategy.pdf.
27. Wu, C. (2004) 'E-mail and e-public discussion forum: Taiwan's experience in e-democracy', The Chinese Public Administration Review, Vol. 14, No. 1, pp. 59-80.
28. Xavier, M. J. (2002) 'CRM: Concepts, tools and applications', South Asian Journal of Management, Vol. 9, No. 2, pp. 23-31.
29. Xu, M. and Walton, J. (2005) 'Gaining customer knowledge through analytical CRM', Industrial Management and Data Systems, Vol. 105, No. 7, pp. 955-971.
30. Xu, Y., Yen, D. C., Lin, B. and Chou, D. C. (2002) 'Adopting customer relationship management technology', Industrial Management and Data Systems, Vol. 102, No. 8, pp.442-452.