A Study of CRM in Government
Appendix A – Case study planning 155
155 Appendix A – Case study planning Document guidelines (related to CRM/CiRM/311 or citizen orientation) - List of involved external and internal actors - Studies (internal, external) - Project Plans - Proposals - Written documentation of meetings - Emails (i.e. which are a good example of reactions to organizational changes, etc.) - (Progress) reports, Memos, Policy papers - Budget plans / calculations - Citizen Surveys (before/after) - Citizen preferences analysis or similar - Other internal documents Interview guidelines Executive Level Administrators Bold questions were the most important ones. In case of time restrictions, the interview focused only on these questions. Area Questions Start Please describe your involvement in the 311/ CiRM project Please describe the role of elected leadership the project? Could you summarise some lessons learned so far? (For yourself, govern- ment, PA) What has changed since the introduction of 311/CiRM C > PA Rel What are your plans for a better understanding of the citizens? C > PA Rel How would you describe the relationship between citizen and public administration? (Why manage it) C > PA Rel How would you describe the roles of a. the citizens in terms of PA and b. pa in terms of C? C > PA Rel How does the organization deal with citizen feedback C > PA Rel What kind of relationship would citizens want to have with their pub- lic administration? Call Center - 311 What did you learn from 311 feedback? Call Center - 311 How was the reaction of certain divisions or authorities when you...
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