ENABLING E-GOVERNANCE THROUGH CITIZEN RELATIONSHIP MANAGEMENT-CONCEPT, MODEL AND APPLICATIONS
With the advent of the Internet and telecommunication technologies, business
organizations have jumped into the e-business bandwagon that has led to
better customer service through implementing Customer Relationship
Management tools. The same trend has now caught on with the governments
through e-Government initiatives. This paper presents a conceptual model of
Citizen Relationship Management (CzRM). The proposed model of CzRM
combines a set of functionalities and tools that enable government to become
citizen centric. It requires the creation of integrated Citizen Information System
(CIS) to provide personalized service and setting up of Citizen Interface Centers
(CIC) which can provide many services from a single point of contact. The
model is also being related with some of the existing e-Governance applications
in India. A number of research ideas in the area of CzRM have also been
proposed in the paper.
