Description
Book SynopsisThis 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.
Table of ContentsContents: From Customer Relationship Management towards citizen oriented government – CRM – New Public Management – TQM – eGovernment – Citizen public administration relationship – Citizen as customer – Administrative contacting as public participation – Case Studies: CiRM and 311 in Baltimore, Chicago, New York City, Miami-Dade County (Implementation, Understanding, Impact) – Comparing CRM with TQM and eGovernment – A model of Citizen Relationship Management – CiRM and public participation.
