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Citizen Relationship Management

A Study of CRM in Government

Series:

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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Index 240

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240 Index 1 115 Bürgertelefon 154 3 311 7, 72, 74, 75, 76, 80, 81, 82, 83, 84, 85, 86, 87, 89, 90, 91, 93, 94, 101, 102, 103, 104, 105, 107, 108, 109, 110, 111, 112, 113, 114, 115, 116, 117, 125, 126, 127, 131, 132, 133, 134, 135, 136, 137, 140, 144, 147, 148, 149, 150, 151, 153, 154 9 911 80, 86, 87, 94, 95, 109, 125 A accountability 22, 32, 44, 50, 51, 52, 57, 80, 90, 97, 102, 117, 126, 128, 133, 136, 140, 141, 148, 149 active citizenship 53, 143 administrative state 51, 54 alderman 74, 87, 90 ARPANET 40 ATLAS.ti 78 authority system 53 B Bürgeramt 45 C call volume 82, 83, 84, 87, 108, 110, 111 case management 24, 93, 108, 126, 136 case study method 68, 69 channel call center 10, 24, 83, 86, 103, 106, 109, 111, 117, 132, 146 channel conflict 21 channel economics 21 channel strategy 21 channels 9, 10, 11, 19, 20, 21, 22, 49, 59, 80, 106, 117, 122, 125, 127, 131, 136, 144, 146, 154 Channels 3 checks and balances 32 Choice 59 CiRM 3, 4, 5, 6, 7, 9, 24, 25, 47, 63, 68, 69, 70, 72, 73, 74, 75, 76, 78, 80, 93, 105, 117, 118, 125, 126, 127, 131, 132, 133, 134, 135, 136, 137, 138, 139, 140, 141, 142, 143, 144, 145, 146, 147, 148, 149, 150, 151, 152, 153 CitiStat 75, 80, 81, 82, 83, 84, 85, 125,...

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