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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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Appendix D – Case data 173


173 Appendix D – Case data The City of Baltimore Abandoned Vehicle Complaint Illegal Sign Investigation – Public Property Animal Control – Barking Dog Report Lot Cleaning (city-owned Lot) Animal Control – Running at Large Missed Mixed Refuse Pickup Animal Control – Stray Animal or Trapped Missed Recycling Pickup Animal Control – Unsanitary Conditions Open Fire Hydrant Ball Field Maintenance Park Maintenance Bulk Trash Pickup Parking Meter Complaints City Pool Repair Playground Maintenance Construction without Building Permit Pothole Repair Dead Animal Pickup Rat Rubout Request Debris Hanging From Wires or Poles Recycling Schedule Request Dirty Alley Cleaning Sewer Investigation Dirty Street Cleaning Sewer Water in Basement Food Facility Complaint Snow or Icy Condition Footway/ Sidewalk Repair Steel Plaint Complaint Forestry Stump Removal Storm Inlet Choke Forestry Tree Pruning Storm Inlet Damage Forestry Tree Removal Street Light Out Forestry Tree Road Hazard Street Repair Graffiti Removal TRP – Truck Restriction Violation Grass Mowing – Public Property Traffic Sign – Change Request HCD Sanitation Traffic Sign - Missing Housing Inspection – Animal Issue Traffic Sign – New Request Housing Inspection – Fire Protection Traffic Signal Repair Housing Inspection – High Grass and Weeds Traffic/ Parking Sign Damaged Housing Inspection – Insect Infestation Water – No Water at Business or Residence Housing Inspection – Rodent Infestation Water – Discoloured at Faucet Housing Inspection – Space and Occupancy Water – Leak (Exterior) Housing Inspection – Structural Deficiencies Water – Low Pressure Housing Inspection – Trees and Shrubs Water – Meter Cover Missing/ Damaged Housing Inspection – Utility Systems Water – Repair Debris Removal Housing Inspection – Vacant Residential Property Water – Repair Surface Repair Illegal Flyer Investigation – Private Property Water – in...

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