Relevant bibliographies by topics / Citizen Relationship Management (CiRM)

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  2. Dissertations / Theses
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  5. Conference papers

Academic literature on the topic 'Citizen Relationship Management (CiRM)'

Author: Grafiati
Published: 4 June 2025
Last updated: 15 July 2025

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Journal articles on the topic "Citizen Relationship Management (CiRM)"

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CARVALHO, DANIEL, GISELA DEMO, JÚLIO MEDEIROS, and FERNANDA SCUSSEL. "Citizen Relationship Management (CiRM): passado, presente e futuro de um conceito emergente." Cadernos EBAPE.BR 19, no. 1 (2021): 32–44. http://dx.doi.org/10.1590/1679-395120200057.

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Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision.
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CARVALHO, DANIEL, GISELA DEMO, JÚLIO MEDEIROS, and FERNANDA SCUSSEL. "Citizen Relationship Management (CiRM): the past, present, and future of an emerging concept." Cadernos EBAPE.BR 19, no. 1 (2021): 32–44. http://dx.doi.org/10.1590/1679-395120200057x.

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Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision.
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Wulansari, Anita, and Apol Pribadi Subriadi. "Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model." IPTEK Journal of Engineering 3, no. 1 (2017): 22. http://dx.doi.org/10.12962/joe.v3i1.2268.

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Rosalina, Vidila, Tb Ai Munandar, and Achmad Nizar Hidayanto. "Electronic Citizen Relationship Management (e-CiRM) Modeling towards Serang as a Smart City." International Journal of Computer Applications 175, no. 25 (2020): 27–32. http://dx.doi.org/10.5120/ijca2020920795.

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Demo, Gisela, and Renata Pessôa. "CRM na administração pública: desenvolvimento e validação de uma Escala de Relacionamento com o Cidadão (ERCi)." Revista de Administração Pública 49, no. 3 (2015): 677–97. http://dx.doi.org/10.1590/0034-7612131226.

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As empresas utilizam a gestão de relacionamento com o cliente ou Customer Relationship Management (CRM) para estabelecer relacionamentos de longo prazo, mantendo seus clientes satisfeitos e fiéis. Neste contexto, o Citizen Relationship Management (CiRM) surge no setor público como estratégia para aprimorar o atendimento ao cidadão e incentivar a cidadania. Considerando a lacuna da literatura sobre o tema, o objetivo deste estudo multimétodo foi validar um instrumento para avaliar a percepção dos cidadãos quanto às iniciativas de CiRM na administração pública. A principal contribuição deste trabalho consistiu na validação de um instrumento, em versões completa e reduzida, com índices psicométricos muito confiáveis, que pode ser utilizado como ferramenta diagnóstica pelos gestores públicos para promover uma gestão profícua do relacionamento com os cidadãos.
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Maryam, El Yachioui, and Aomari Amina. "Convergence between Marketing Approaches and the Aims of the Public Administrations: Towards an Optimization of the Citizen Relationship Management (CiRM) in Morocco." JOURNAL OF INTERNATIONAL BUSINESS RESEARCH AND MARKETING 2, no. 1 (2016): 24–33. http://dx.doi.org/10.18775/jibrm.1849-8558.2015.21.3003.

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Traditionally, there is a tendency to think that administration and marketing are two antagonistic notions. Marketing is the science of designing the supply of a product according to the analysis of consumer expectations and taking into account the capacities of the organization as well as all the constraints of the socio-demographic, competitive environment, legal, cultural in which it evolves. For Butler and Collins (1994) marketing has shifted from transactional marketing, rather product-oriented to relational marketing, more client-oriented, which corresponds more to the expectations of public administrations regarding their relations with the citizen, especially the user. But in Morocco, there is a marketing myopia in the public sector. Indeed, this industry often complains about the lack of citizens’ interest in their services and products. These citizens become more demanding and must be satisfied. This article thus has a twofold objective: first, to show wherein the marketing myopia in Moroccan Public Administrations lies, in order to define the heart of their business, and second, to propose a marketing mix for these administrations to optimize their Citizen Relationship Management (CiRM) and see how e-administration responds to a marketing approach.
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Ghodousi, Alesheikh, Saeidian, Pradhan, and Lee. "Evaluating Citizen Satisfaction and Prioritizing Their Needs Based on Citizens’ Complaint Data." Sustainability 11, no. 17 (2019): 4595. http://dx.doi.org/10.3390/su11174595.

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Citizen Relationship Management (CiRM) is one of the important matters in citizen-centric e-government. In fact, the most important purpose of e-government is to satisfy citizens. The ‘137 system’ is one of the most important ones based on the citizen-centric that is a municipality phone based request/response system. The aim of this research is a data-mining of a ‘137 system’ (citizens’ complaint system) of the first district of Bojnourd municipality in Iran, to prioritize the urban needs and to estimate citizens’ satisfaction. To reach this, the K-means and Bees Algorithms (BA) were used. Each of these two algorithms was executed using two different methods. In the first method, prioritization and estimation of satisfaction were done separately, whereas in the second method, prioritization and estimation of satisfaction were done simultaneously. To compare the clustering results in the two methods, an index was presented quantitatively. The results showed the superiority of the second method. The index of the second method for the first needs in K-means was 0.299 more than the first method and it was the same in two methods in BA. Also, the results of the BA clustering were better at it because of the S (silhouette) and CH (Calinski-Harabasz) indexes. Considering the final prioritization done by the two algorithms in two methods, the primary needs included asphalt, so specific schemes should be considered.
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Bleyer, Magdalena, and Iris Saliterer. "Vom Customer Relationship Management zum Citizen Relationship Management." Verwaltung & Management 10, no. 6 (2004): 324–28. http://dx.doi.org/10.5771/0947-9856-2004-6-324.

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Chu, Pin Yu, Shang Ching Yeh, and Meng Chieh Chuang. "Reengineering municipality citizen electronic complaint system through citizen relationship management." Electronic Government, an International Journal 5, no. 3 (2008): 288. http://dx.doi.org/10.1504/eg.2008.018876.

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Malmir, Ameneh, Alireza Shirvani, Ali Rashidpour, and Iraj Soltani. "Citizen Relationship Management and Principal/Agent Theory." International Journal of Managing Value and Supply Chains 5, no. 3 (2014): 83–90. http://dx.doi.org/10.5121/ijmvsc.2014.5307.

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Dissertations / Theses on the topic "Citizen Relationship Management (CiRM)"

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Passos, Filipe Alexandre das Neves. "Citizen relationship management : o que falta à administração pública em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2019. http://hdl.handle.net/10400.5/19520.

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Mestrado em Gestão de Sistemas de Informação<br>A descrença nas instituições públicas, prestadoras de serviços quase sempre necessários ao dia a dia do cidadão, tem contribuído para a dificuldade na condução normal e satisfatória da vida pessoal e profissional de quem a estes serviços recorre. Quando tais serviços não são prestados de forma eficaz, as entidades públicas correm o risco de, à semelhança do que acontece com o setor privado, serem classificadas pelos seus ?clientes? como más prestadoras de serviços, incapazes de satisfazer as suas necessidades e consequentemente deixam de ser uma escolha quando algum problema surge. Assim, fomenta-se uma insatisfação crónica patente nos cidadãos, o que naturalmente enfraquece a própria democracia. Será possível revitalizar esta confiança e responder de forma mais eficaz e eficiente às solicitações dos cidadãos? As tecnologias de informação, nomeadamente as que suportam estratégias de gestão de relacionamentos, podem ser um fator determinante para resolver esta problemática e garantir que a maioria dos serviços públicos prestados estão direcionados para necessidades reais dos cidadãos? Esta investigação analisa o conceito de citizen relationship management, a adaptação aos serviços públicos do conceito de gestão aplicado no setor privado customer relationship management. Após a análise da principal bibliografia disponível sobre a matéria a nível internacional e nacional (com foco particular para os órgãos de poder local, vulgo municípios), foi estudado o caso concreto de um município português, através da observação do autor enquanto munícipe e de entrevistas aos principais responsáveis e decisores do município, equacionando a necessidade de implementação de um sistema como o citizen relationship managem(...)<br>The disbelief in the public institutions, providers of services almost always necessary to the day to day of the citizen, has made difficult the normal and satisfactory conduction of the personal and professional life of those that use these services. When such services are not provided in an efficiently way, public entities run the risk of being classified by their "clients" as bad service providers, unable to meet their needs and, consequently, they will no longer be a choice when problems come up. Therefore, it creates a chronic dissatisfaction among citizens, which naturally weakens democracy itself. Is it possible to revitalize this trust and respond more effectively and efficiently to citizens' requests? Can information technologies, like those supporting relationship management strategies, be a determining factor in solving this problem and ensuring that most of the public services provided are directed to citizens' real needs? With this research it is intended to answer this question, scrutinizing the concept of citizen relationship management, the adaptation to public services of the concept of private management customer relationship management. After studying the main bibliography available on the subject at the international and national levels (with a particular focus on counties), the case of a Portuguese county was studied through the observation of the author as a citizen and interviews to the main decision-makers of the county, considering the need to implement a system such as citizen relationship management and concluding that it would bring enormous benefits to those who use the public service(...)<br>info:eu-repo/semantics/publishedVersion
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Bahari, Mahadi. "Citizen relationship management implementation in Malaysian local governments." Thesis, Brunel University, 2013. http://bura.brunel.ac.uk/handle/2438/7631.

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From the perspective of a system developer, this study presents an in-depth analysis of the CiRM implementation process in Malaysian local government. The study was motivated by the lack of studies examining the CiRM implementation process initiatives in the local government sector. Furthermore, the performance of the Malaysian Government in this initiative has been subjected to various criticisms, i.e., not properly servicing its public. This raises the question as to what has happened during the period of the CiRM implementation process in Malaysia. As there has been a demand for local governments to invest more in CiRM projects, the need for existing and potential system developers in the Malaysian government to have an implementation framework that could guide their effort in implementing the system has become more vital. This study combines the case study research and grounded theory approaches. Twenty in-depth face-to-face interviews were conducted with system developers from ten local governments (i.e., five interviews from four pilot-cases and fifteen interviews from six primary-cases). The analyses of these data were divided in three main phases. The first phase involved a within and cross-case analyses of the pilot cases. The second and third phases involved a within and cross-case of the primary cases. These analyses enabled a set of determinants on CiRM implementation in the Malaysia local governments to be developed. The determinants were established by fitting their characteristics to the lifecycle of the CiRM system implementation process. Some of the determinants were found to be common to the existing literature while others were found to be enhancing the existing knowledge in CiRM implementation process. These determinants were then developed to shape a theoretical framework for the CiRM implementation process in the local Malaysian governments. This framework not only describes the main determinants in the implementation process, but also the forces and activities that lie within it.
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Fortunato, Ana Sofia Freira. "Citizen Relationship Management (CzRM) : Um Estudo de Caso de um Hospital do Sector Público em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2011. http://hdl.handle.net/10400.5/4470.

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Mestrado em Marketing<br>O Citizen Relationship Management (CzRM) advém do Customer Relationship Management (CRM), tendo especial enfoque na forma como as Entidades Governamentais se relacionam com os seus cidadãos. Na sociedade actual, os cidadãos esperam ser tratados pelas Entidades Governamentais da mesma forma que são tratados pelos serviços privados. Cada vez mais surgem artigos e opiniões acerca da adopção de Sistemas de Informação (SI) na área da saúde, assim como se assiste à sua implementação por diversos hospitais em Portugal. Estes sistemas surgem com o objectivo de melhorar os cuidados prestados aos pacientes, reduzir custos operacionais e reduzir erros médicos. Este artigo apresenta um estudo de caso que visa perceber como pode um SI contribuir para a melhoria da relação entre um Hospital do Sector Público em Portugal e o seu paciente. Sendo que o objectivo principal da investigação passa por analisar a forma como uma ferramenta Paper-free auxilia na relação entre um Hospital do Sector Público e os seus pacientes. É também objectivo a identificação dos objectivos que levam um hospital a implementar um SI, para melhoria da relação. O estudo de caso foi realizado no Hospital do Espírito Santo de Évora, na qual a recolha de dados incidiu sobre a realização de 17 entrevistas semi-estruturadas, efectuadas aos Colaboradores do hospital em estudo, recolhidas em contexto hospitalar. Como principais resultados conclui-se que a implementação do SI se tornou numa mais valia para o hospital, na medida em que melhorou os processos internos, melhorou a qualidade do serviço prestado e, de certa forma, reduziu o tempo de espera dos pacientes.<br>The Citizen Relationship Management (CzRM) derives from the Customer Relationship Management (CRM), focusing especially on how governmental entities deal with their citizens. In today's society, citizens hope to be treated equally by governmental entities and by private services. Articles and opinions about the Information Systems (IS) adoption are increasing, as well as its implementation in several Portuguese hospitals. The main objective of these systems is to improve the healthcare services provided to patients, to cut the operating costs and to reduce medical errors. The article represents a case study that intends to perceive how an IS can contribute to the improvement of the relationship between a Portuguese public hospital and its patient. Its main purpose to "analyse how a Paper-free tool helps the relationship between the hospital and the patient". Another purpose of this study is to "identify the reasons why a hospital should implement an IS, in order to improve the relationship with the patients". The case study conducted in the Hospital of Espirito Santo de Évora, in which data collection paid special attention to the 17 semi-structured interviews that were made with the collaborators of the hospital that is being studied. These interviews were collected in the hospital context. The main results conclude that the implementation of the IS became an added value for the hospital, because it improved the internal procedures and the quality of the provided services and, in a certain way, reduced patients waiting time.
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Vilela, Sarah Isabel da Fonseca. "A adoção de CRM numa autarquia : um estudo de caso na Câmara Municipal da Póvoa de Lanhoso." Master's thesis, Instituto Superior de Economia e Gestão, 2012. http://hdl.handle.net/10400.5/4997.

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Mestrado em Marketing<br>Perante a atual evolução dos mercados e a constante competitividade entre as entidades, há a necessidade de valorizar e de fortalecer o relacionamento com os clientes. As entidades da Administração Pública (AP) também sofrem esta evolução do mercado. O Customer Relationship Management (CRM) é a ferramenta quem vem facilitar esta evolução, que permite o armazenamento de toda a informação dos clientes, bem como personalizar todas as interações com estes e tornar os processos mais céleres. Uma vez que esta investigação contempla um Estudo de Caso numa Entidade Pública, será pertinente falar em Citizen Relationship Management (CzRM), dado que estão em causa cidadãos e não clientes. Esta investigação procura responder à seguinte questão: ‘Quais são os objetivos de uma Autarquia com a adoção de CRM?’. A principal finalidade deste documento passa por identificar o que as Autarquias necessitam de fazer para a adoção do CRM, e quais os aspetos a aperfeiçoar para melhorar a qualidade dos serviços prestados aos cidadãos. Os principais objetivos das Autarquias prendem-se com a melhoria da gestão de relacionamento com o cidadão, a prestação ao cidadão um serviço de qualidade, colocando este no centro das atenções. Assim sendo, a adoção de CRM irá facilitar o cumprimento destes objetivos e tornar todos os processos mais eficientes. O presente Estudo de Caso foi realizado na Autarquia da Póvoa de Lanhoso, onde foram feitas cinco entrevistas e inquiridos 101 munícipes do Concelho. Com este trabalho, pode concluir-se que o CzRM traz variados benefícios às entidades da AP, uma vez que os cidadãos ficam mais satisfeitos, pelo fato de a sua interação com as Entidades ser facilitada e mais rápida.<br>Given the current trends of the market and the constant competition between the entities, there is a need to enhance and strengthen relationships with customers. Government also suffer this market development. The Customer Relationship Management (CRM) is the tool who is facilitating this development, which allows you to store all the information of customers, customize all interactions with them and make processes quickly. This research it is a case study in a public entity, so it is important speak in Citizens and not in Customers, so its significant speak in Citizen Relationship Management (CzRM). This research attempts to answer the research question: ‘What are the goals of an local authority with CRM adoption?’. The main purpose of this research is to identify what the local authorities need to do, to adopt CRM, and what aspects are necessary to take care, to improve the quality of services provided to citizens. The main goals of the local authorities is to improve the relationship management with citizens, to provide a quality service and put the citizens in the center of attention, therefore adopting CRM will facilitate the achievement of these goals and make all processes faster and more efficient. This case study it was held in the local authority of Póvoa de Lanhoso. I’ve made five interviews and surveyed 101 residents of that municipality. With this case study can be concluded that the CzRM brings many benefits to government entities, because citizens are more satisfied, by the fact of their interaction with the entities be facilitated and faster.
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McCord, Eric Steven. "The relationship between place management and physical environment in apartment crime." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2686.

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The focus of this research is crime in multi-unit rental structures, Specifically, apartment complexes. It seeks to identify management policies and environmental attributes that are associated with lower crime and police calls for service rates.
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El, Mahfoudi Mohamed Amine. "Réseaux sociaux et dématérialisation du traitement des revendications de masse pour un renforcement de la démocratie dans le monde arabe : Cas du Maroc : vers un CiRM à l'échelle de l'État." Thesis, Université Côte d'Azur (ComUE), 2017. http://www.theses.fr/2017AZUR2015.

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Notre recherche a été établie dans le cadre du programme de recherché interdisciplinaire Langages, Objets, Territoires et Hospitalités (LOTH). Elle s’est appliquée à confirmer que seuls, les réseaux sociaux ne peuvent constituer un support unique pour gérer la démocratie locale et satisfaire les revendications collectives. Le chercheur a proposé une démarche plutôt mixte (CiRM) intégrant toutes les composantes essentielles pour moderniser et mettre à niveau de manière fondamentale le fonctionnement « client » de l’État (Physiques, humaines, virtuelles et technologiques). Cette démarche a été argumentée par une série d’enquête terrain qui démontrera le déficit dont souffre l’État marocain malgré les investissements technologiques élevés (réalisés mais désordonnés) en TIC. Ce sont à ces questions quecette thèse apporte des éléments de réponse et des outils d’analyse en vue de présenter une nouvelle manière pour instaurer la Gouvernance : tout gouvernement élu, sera essentiellement évalué sur le taux de satisfaction des attentes des citoyens et par rapport à son plan d’action annoncé via une logique de pondération et à travers des « indicateurs » de performance (gouvernementale) connus par tous et identifiés à l’avance (Pour éviter de tomber dans le piège de la distorsion de l’information entre le Citoyen et l’État)<br>Our research was established as part of the Interdisciplinary Research Program on Languages, Objects, Territories and Hospitality (LOTH). It has tried to confirm that only social networks can not constitute a single support for managing local democracy and satisfying collective demands. The researcher proposed a rather mixed approach (CiRM) integrating all the essential components to modernize and fundamentally improve the client's functioning of the state (physical, human, virtual and technological). This approach was supported by a series of field surveys that will demonstrate the deficit suffered by the Moroccan state despite high (but untidy) technological investments in ICT. It is to these questions that this thesis provides answers and analytical tools in order to present a new way to establish governance: any elected government will be essentially evaluated on the rate of satisfaction of the expectations of citizens and To its action plan announced via a weighting logic and through publicly known "indicators" of performance (known by all) and identified in advance (To avoid falling into the trap of distortion of information between the Citizen and the State)
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Hall, Sarah Hippensteel. "Citizen Professionals: The Effective Practices of Experts Helping Community Organizations." [Yellow Springs, Ohio] : Antioch University, 2010. http://etd.ohiolink.edu/view.cgi?acc_num=antioch1277993862.

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Thesis (Ph.D.)--Antioch University, 2010.<br>Title from PDF t.p. (viewed July 22, 2010). Advisor: Richard Couto, Ph.D. "A dissertation submitted to the Ph.D. in Leadership and Change program of Antioch University in partial fulfillment of the requirements for the degree of Doctor of Philosophy, March 2010."--from the title page. Includes bibliographical references (p. 155-165).
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Alves, Mariana Teixeira Pereira. "CzRM nas autarquias : o futuro da relação com os cidadãos." Master's thesis, Instituto Superior de Economia e Gestão, 2021. http://hdl.handle.net/10400.5/23558.

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Mestrado Bolonha em Gestão de Sistemas de Informação<br>O uso de ferramentas de Customer Relationship Management (CRM) permite o armazenamento de informação dos clientes e assim personalizar os processos tornando-os mais céleres, eficazes e eficientes. Na presente investigação pretende-se analisar a introdução desta abordagem nas Entidades Públicas, principais prestadoras de serviços aos Cidadãos, usando o conceito Citizen Relationship Management (CzRM) e assim melhorar o relacionamento com os Cidadãos. O Estudo de Caso foi realizado na Câmara Municipal de Braga, onde foram feitas 2 entrevistas e inquiridos 122 Munícipes. Conclui-se que o CzRM é reconhecido pela autarquia como algo benéfico onde apesar dos pontos de melhoria apontados o executivo compromete-se a melhorar a relação estabelecida com os Munícipes através de revisões frequentes dos processos de interação de forma a garantir que o Cidadão é o elemento central das atividades realizadas permitindo desta forma que os Bracarenses estejam satisfeitos e que a interação com a Câmara seja mais rápida e facilitada.<br>The use of CRM tools allows the storage of customer information and thus customizes the processes making them more faster, more effective and more efficient. In this research the author intends to analyze the introduction of this approach in Public Entities, the main providers of services to Citizens, using the CzRM concept and thus improve the relationship with them. The Case Study was carried out in the City Hall of Braga, where 2 interviews were done and 122 citizens were interviewed. It was concluded that the Municipality recognizes the benefits of CzRM where, despite the points of improvement pointed, the executive is committed to improve the relationship established with the citizens through frequent reviews of the interaction processes in order to guarantee that the Citizen is the central element of the activities carried out, thus allowing them to be satisfied and the interaction with the Municipality to be faster and easier.<br>info:eu-repo/semantics/publishedVersion
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Wu, Wei-Ning. "Determinants of Citizens’ 311 Use Behaviors: 311 Citizen-initiated Contact, Contact Channel Choice, and Frequent Use." Thesis, University of North Texas, 2015. https://digital.library.unt.edu/ark:/67531/metadc801912/.

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Facing increasingly complex policy issues and diminishing citizen satisfaction with government and service performance, managing the quality of citizen relationship management has become a main challenge for public managers. Solutions to complex policy problems of service performance and low level of citizen participation often must be developed by encouraging citizens to make their voices heard through the various participation mechanisms. Reflecting on this need, the municipal governments in the U.S. have developed centralized customer systems for citizen relationship management. 311 centralized customer system (named 311 in this study) has the functions of citizen-initiated contact, service-coproduction, and transaction, and many local governments launch 311 to maintain or enhance their relationship with the public. Using 311 is an easy and free technically for citizens, but ensuring some degree of citizen engagement and citizens’ 311 use has been challenging for local public managers of municipalities. Despite calls for the importance of 311 in the service and information delivery process, fair treatment and access to use of governmental information, citizen participation, government responsiveness, and citizen satisfaction, to the best of our understanding, no empirical studies explore citizens’ 311 behaviors in the micro and individual level in the field of public administration. This dissertation provides a comprehensive understanding of the 311 centralized customer system, helps local public managers know citizens’ perceived perspectives toward the operation of 311, and assists these managers to develop an effective 311 system in municipalities. The dissertation’s main purpose is to clarify the importance of 311 to citizen relationship management and provide insights into citizens’ 311 use behaviors. More specifically, this dissertation tries to answers the following questions: a. Why do citizens use 311? Do the various groups of the population access and use 311 in San Francisco equally? If not, what factors influence the citizens’ 311 citizen-initiated contact behaviors? b. Why do citizens choose the 311 digital channel to contact with local governments? c. Why do citizens use 311 frequently? This dissertation will address these questions and draws on data from the 2011 citizen survey of City of San Francisco to explore citizens’ 311 use behaviors by examining them from citizens’ perspectives. The main arguments of each question listed above are: 1. 311 citizen-initiated contact is different from traditional citizen-initiated contact, and exposure to governmental-ICT environment, gender, income, and race are the factors influencing 311 citizen-initiated contact. 2. The digital divide, including the social side of the digital divide and access-side of the digital divide, influences citizens’ 311 channel choice. 3. Citizens’ technology acceptance, citizen satisfaction, and frequent use of public services influence the frequency of citizens’ 311 use.
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Frutuoso, Catarina Macedo. "Social media na administração pública em Portugal : um estudo de caso na Câmara Municipal de Oeiras." Master's thesis, Instituto Superior de Economia e Gestão, 2014. http://hdl.handle.net/10400.5/7700.

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Mestrado em Gestão de Sistemas de Informação<br>Com acesso a cada vez mais informação, os cidadãos estão mais exigentes e mais sofisticados quanto às expectativas de como a Administração Pública deve responder às suas necessidades. Com o aparecimento dos social media, como os blogues ou as redes sociais (Facebook, Twitter, LinkedIn, etc.), e a sua crescente utilização, surgem novas oportunidades de relacionamento com o cidadão e de atender às suas necessidades. Neste âmbito, o presente trabalho procura responder à questão central de investigação "Como são utilizados os social media numa Câmara Municipal portuguesa?". O principal objetivo deste estudo consiste em perceber como os social media estão a ser adotados na Administração Pública Local e fornecer algumas recomendações úteis sobre a sua utilização. Para isso, procurou-se também perceber as motivações e objetivos da presença nestas plataformas e identificar o seu impacto no relacionamento com o cidadão. O método de investigação adotado foi o estudo de caso, realizado na Câmara Municipal de Oeiras. Os resultados obtidos reforçam a ideia que a presença nos social media deve ser feita de uma forma cuidada e planeada, promovendo o engagement com o cidadão. Dada a complexidade e volatilidade destes meios de comunicação, as entidades públicas devem interiorizar que não basta criar uma página no Facebook, é necessário uma estratégia integrada com os restantes canais de comunicação, e uma mudança na cultura, estrutura, pessoas e nos processos para desenvolver uma relação mais próxima e transparente com o cidadão.<br>With access to more and more information, citizens have more sophisticated expectations of how the government should respond to their needs. With the emergence of social media such as blogs or social networks (Facebook, Twitter, LinkedIn, etc.), and their increased use, new opportunities arise to improve the relationship the citizens and to meet their needs. In this context, this study seeks to answer the research question "How are the social media used in local government?" The main purpose of this study is to understand how social media are being adopted in local government and provide some useful recommendations for their use. With this goal in mind, this study also tries to understand the motivations and objectives of the presence in these platforms and identify its impact on the relationship the citizens. The research method used was a single case study, held in the Oeiras Municipality. The results support the idea that the presence in social media should be done in a careful and planned manner, promoting the engagement with the citizen. Given the complexity and volatility of these media, public authorities must realize that creating a Facebook page is not enough. They need to combine a strategy with the other media and make a change in culture, structure, people and procedures to develop a closer and transparent relationship with the citizen.
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Books on the topic "Citizen Relationship Management (CiRM)"

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Schurer, Kevin. Better access to electronic information for the citizen: The relationship between public administration and archives services concerning electronic documents and records management. Office for Official Publications of the European Communities, 2001.

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Schellong, Alexander. Citizen Relationship Management: A Study of CRM in Government. Lang GmbH, Internationaler Verlag der Wissenschaften, Peter, 2011.

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Schellong, Alexander. Citizen Relationship Management: A Study of Crm in Government. Lang Publishing, Incorporated, Peter, 2011.

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Citizen relationship management: A study of CRM in government. Lang, 2008.

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Book chapters on the topic "Citizen Relationship Management (CiRM)"

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Larsen, Bettina, and Michael Milakovich. "Citizen Relationship Management and E-Government." In Lecture Notes in Computer Science. Springer Berlin Heidelberg, 2005. http://dx.doi.org/10.1007/11545156_6.

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von Lucke, Jörn. "Citizen-Relationship-Management über Hochleistungsportale der öffentlichen Verwaltung." In Wirtschaftsinformatik 2003/Band I. Physica-Verlag HD, 2003. http://dx.doi.org/10.1007/978-3-642-57444-3_47.

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Gupta, Rajan, Saibal Pal, and Sunil K. Muttoo. "Citizen relationship management by the Government of India through social media channels." In Contemporary Issues in Social Media Marketing. Routledge, 2017. http://dx.doi.org/10.4324/9781315563312-1.

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Yakobi, Khulekani, Brenda Scholtz, and Benjamin Wagner vom Berg. "An Expert Review of the Social Media Analytics Framework for Citizen Relationship Management." In Progress in IS. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-15420-1_17.

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Iordanov, Borislav, Assia Alexandrova, Syed Abbas, Thomas Hilpold, and Phani Upadrasta. "The Semantic Web as a Software Modeling Tool: An Application to Citizen Relationship Management." In Lecture Notes in Computer Science. Springer Berlin Heidelberg, 2013. http://dx.doi.org/10.1007/978-3-642-41533-3_36.

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Hartmann, Sarah. "Citizen Relationship Management for Civic Participation: How Smart Cities use 311 to Involve Citizens." In Public Administration and Information Technology. Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-89474-4_4.

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Hartmann, Sarah, Agnes Mainka, and Wolfgang G. Stock. "Citizen Relationship Management in Local Governments: The Potential of 311 for Public Service Delivery." In Public Administration and Information Technology. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-54142-6_18.

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Oyama, Kosuke. "Structure of Trust in Government and Public Administration in Japan." In Governance and Public Management. Springer International Publishing, 2024. http://dx.doi.org/10.1007/978-3-031-58610-1_21.

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AbstractThis chapter examines the structure of government trust and administrative trust in Japan. First, the level of trust in government and public administration in Japan will be located based on an international comparison. Second, the independent variables that determine the level of trust in government and public administration will be examined. The relationship between factors such as perceptions of policy performance, trust-building factors (professional ethics, sense of fairness, etc.), and citizen factors (social participation, media contact, life satisfaction, etc.) and trust will be explored. Third, the varying degrees of trust in the state and local governments and the factors that contribute to this will be reviewed. In addition, the recent shift in the performance goals of government and public administration (from economic growth to distribution, and emphasis on life satisfaction, etc.) and the possible impacts of such shift on trust in government and public administration will be explored.
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Yakobi, Khulekani, and Brenda Scholtz. "Methods and Tools for Social Media Analytics to Support Citizen Relationship Management: A Dataset Analysis of Tweets from Germany and South Africa." In Lecture Notes in Computer Science. Springer International Publishing, 2022. http://dx.doi.org/10.1007/978-3-031-15342-6_10.

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Čtvrtník, Mikuláš. "The Right to (Not) Be Forgotten, Right to Know, and Model of Four Categories of the Right to Be Forgotten." In Archives and Records. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-18667-7_5.

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AbstractBoth at the level of the most basic civil and democratic rights declared at the constitutional level and specifically in the field of archiving, there has long been a fundamental tension between two principles: On the one hand, it is the right to the protection of personality, privacy, and the private sphere, specifically expressed also in the form of the right to protection of personal data and restriction of their disclosure. On the other hand, there is the right of access to information, freedom of inquiry, and similar rights, which can be summarised under the common denominator of the right to know. This dichotomy, in a specific and in a way analogous sense, is also at the level of the relationship between the right to be forgotten and, conversely, the right to be remembered and not forgotten.Encounters and, in many cases, clashes between these two principles on both levels of meaning have changed in recent years and have intensified, including in court decisions. What implications does it have for archiving, for the creation and preservation of collective memory in society, and for the relationship to one’s own history? What are the implications of the current development of the legal order for the archival sector, within the European Union, especially in connection with the adoption of the General Data Protection Regulation (GDPR), specifically at the level of the application of the right to be forgotten as one of the new rights of the European citizen, which, however, has much deeper and older roots than the existence of the GDPR? How does the newly established right to be forgotten manifest in the field of archiving? What impacts and potential risks can be expected when applying this newly formed right of (not only) the European citizen to archival practice? This chapter will seek answers to the above questions. The chapter will include the presentation of the author’s concept of a model of the four categories of the right to be forgotten, applicable mainly in the field of records management and archiving, but also in a wide range of scientific disciplines.
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Conference papers on the topic "Citizen Relationship Management (CiRM)"

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Rosalina, Vidila, Tb Munandar, Achmad Hidayanto, and Harry Santoso. "Citizen Readiness for Adopting Electronic Citizen Relationship Management (e-CiRM) : A Qualitative Exploration." In Selected Papers from the 1st International Conference on Islam, Science and Technology, ICONISTECH-1 2019, 11-12 July 2019, Bandung, Indonesia. EAI, 2020. http://dx.doi.org/10.4108/eai.11-7-2019.2298052.

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Welter, Márcio, Caio Alvarez Marcondes Dos Santos, Lyvia Mendes Corrêa, and João Bosco da Mota Alves. "VISÃO SISTÊMICA NA GESTÃO DO RELACIONAMENTO COM O CIDADÃO (CiRM)." In Congresso Internacional de Conhecimento e Inovação (ciKi). Congresso Internacional de Conhecimento e Inovação (ciKi), 2020. http://dx.doi.org/10.48090/ciki.v1i1.962.

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Este trabalho tem como objetivo identificar como o conceito de Citizen Relationship Management - CiRM - (Gestão do Relacionamento com o Cidadão) se relaciona com a visão sistêmica. Após conceituar o termo Customer Relationship Management (Gestão do Relacionamento com o Cliente), que deu origem ao CiRM, e visão sistêmica, foi realizada uma revisão integrativa da literatura. Como resultados, este estudo evidencia novas possibilidades de interação do Estado com a sociedade, capazes de ampliar significativamente as relações existentes, inclusive a inovação social.
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Schellong, Alexander. "Citizen Relationship Management." In the 2006 national conference. ACM Press, 2006. http://dx.doi.org/10.1145/1146598.1146762.

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Schellong, Alexander, and Thomas Langenberg. "Effective citizen relationship management." In the 2006 national conference. ACM Press, 2006. http://dx.doi.org/10.1145/1146598.1146745.

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Andrade, Valeria, and Patrick Camacho. "Citizen relationship management: What are the determinants that influence the implementation of citizen relationship management in governments?" In 2014 First International Conference on eDemocracy & eGovernment (ICEDEG). IEEE, 2014. http://dx.doi.org/10.1109/icedeg.2014.6819960.

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Sasaki, Takanori, Yoshikazu A. Watanabe, and Ken-ichi Minamino. "An Empirical Study on Citizen Relationship Management in Japan." In PICMET '07 - 2007 Portland International Conference on Management of Engineering & Technology. IEEE, 2007. http://dx.doi.org/10.1109/picmet.2007.4349624.

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Babakov, Eugene, and Svitlana Arkhypenko. "CITIZEN APPEALS AND PUBLIC CONSULTATIONS AS FORMS OF CITIZEN PARTICIPATION IN LOCAL GOVERNMENT AND TOOLS OF PUBLIC POLICY." In 4th International Conference on Relationship between public administration and business entities management. Scientific Center of Innovative Research, 2024. https://doi.org/10.36690/rpabm-2024-22.

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Yakobi, Khulekani. "Benefits and Applications of Social Media Analytics for Citizen Relationship Management." In The 19th European Conference on Digital Government. ACPI, 2019. http://dx.doi.org/10.34190/ecdg.19.026.

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Uyen Nguyen, Trang Thi, Phuong Van Nguyen, Linh Phuong Le, and Hien Thi Ngoc Huynh. "The influence of determinants of citizen relationship quality in e-Government adoption." In 4th Asia Pacific International Conference on Industrial Engineering and Operations Management. IEOM Society International, 2023. http://dx.doi.org/10.46254/ap04.20230230.

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Ahmadvand, Ali Mohammad, Behrooz Minaei Bidgoli, and Elham Akhondzadeh. "A Hybrid Data Mining Model for Effective Citizen Relationship Management: A Case Study on Tehran Municipality." In 2010 International Conference on e-Education, e-Business, e-Management, and e-Learning, (IC4E). IEEE, 2010. http://dx.doi.org/10.1109/ic4e.2010.114.

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