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Citizen Relationship Management

A Study of CRM in Government


Alexander Schellong

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 study’s findings support the idea that CiRM provides the means to a different kind of public participation.


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List of Abbreviations XIX


XIX List of Abbreviations 115 German federally reserved number for non-emergency services 211 U.S. federally reserved number for social- and health related ser- vices 311 U.S. federally reserved number for non-emergency services 411 U.S. federally reserved number for directory assistance 511 U.S. federally reserved number for traffic information 911 U.S. federal reserved number for emergency services B2C Business to Consumer B2G Business to Government BmI Bundesministerium des Innern BPA Business Process Analysis BPR Business Process Re-engineering CAS Computer Automated Selling C Citizen C2C Consumer to Consumer CIO Chief Information Officer CiRM Citizen Relationship Management CitiStat Performance Management System CitiTrack Customer Service Request (CSR) software system CLI Caller Line Identification CLV Customer Lifetime Value CiLV Citizen Lifetime Value CRM Customer Relationship Management CSA Customer Service Advocate CSR Customer Service Representative (call taker) CTI Computer Telephony Integration CompStat Policing Performance Management Concept developed by the NYPD DMV Department of Motor Vehicles DOD Department of Defense DOB Department of Buildings DoITT Department of Information Technology and Telecommunica- tions DOS Department of Sanitation EA Enterprise Architecture eGov Electronic Government EO Elected Official ERP Enterprise Resource Planning FCC Federal Communications Commission G2C Government to Citizen GIC Government Information Center (Miami-Dade County) GIS Geographic Information System ICT Information and Communication Technology XX IRS Internal Revenue Service IVR Integrated Voice Response KGSt Kommunale Gemeinschaftsstelle für Verwaltungsvereinfachung MBO Management by Objective NAO National Audit Office NPM New Public Management NPR National Performance Review NSM Neues Steuerungsmodell NYPD New York Police Department OLAP Online Analytical Processing PA Public...

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