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Reengineering municipality citizen electronic complaint system through citizen relationship management

Reengineering municipality citizen electronic complaint system through citizen relationship... Government-to-Citizen (G2C) is the primary function of electronic government. Among various G2C services, Citizen Electronic Complaint Systems with interactive features play an important role in facilitating citizen participation. This research takes the Kaohsiung Citizen Electronic Complaint System in Taiwan as an example to demonstrate the benefits of employing citizen relationship management when revising a government-to-citizen electronic government system, including: better understanding of citizens, better service performance, increased public participation, and improved internal management and control. Policy implications and directions for system improvement are presented for municipality policymakers and system administrators in order to further enhance electronic democratic mechanisms. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Electronic Government, an International Journal Inderscience Publishers

Reengineering municipality citizen electronic complaint system through citizen relationship management

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1740-7494
eISSN
1740-7508
DOI
10.1504/EG.2008.018876
Publisher site
See Article on Publisher Site

Abstract

Government-to-Citizen (G2C) is the primary function of electronic government. Among various G2C services, Citizen Electronic Complaint Systems with interactive features play an important role in facilitating citizen participation. This research takes the Kaohsiung Citizen Electronic Complaint System in Taiwan as an example to demonstrate the benefits of employing citizen relationship management when revising a government-to-citizen electronic government system, including: better understanding of citizens, better service performance, increased public participation, and improved internal management and control. Policy implications and directions for system improvement are presented for municipality policymakers and system administrators in order to further enhance electronic democratic mechanisms.

Journal

Electronic Government, an International JournalInderscience Publishers

Published: Jan 1, 2008

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