A Study of CRM in Government
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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