In the new technological and social reality characterized by collaborative environments where people share information and experiences as a source of value, the purpose of this chapter is explain how public administrations and governments can make use of CRM integrated with the functionalities of Web 2.0. In this regard, firstly we study how CRM can be integrated with Web 2.0, creating what might be called CRM 2.0, and analyze how governments can use CRM 2.0 to optimize their work processes and improve their services. Then we analyse the social impact relating with the priority objectives for governments, and present the case of different pioneer public administrations in the use of CRM 2.0, analyzing its technological solution and achieved benefits. As a result of this analysis, we have found positive evidence of the beneficial effects for society and for the public administration itself, generated by the use of CRM 2.0 in e-government. Finally, we present the future lines of work and the conclusions.
Este artigo teve como objetivo analisar, por meio da matriz de arranjos de governança e arquétipos políticos abordados por Weill e Ross (2006), a participação de gestores nos direitos decisórios e de contribuição nas estratégias de TI em uma empresa de grande porte no Estado do RS. Trata-se de um estudo descritivo, qualitativo, delineado por meio de um estudo de caso. Os resultados encontrados apontaram que a maioria das decisões-chave relacionadas à Governança de TI são tomadas por Duopólio de TI. O Duopólio consiste em decisões estratégicas de TI por meio de executivos de TI conjuntamente a algum outro grupo da empresa, por exemplo, CxOs ou líderes de unidades de negócios. Com relação à contribuição para a tomada de decisão, percebe-se que o arquétipo predominante é a Monarquia de TI, ou seja, a participação exclusiva de indivíduos ligados à área de TI. Nota-se, dessa forma, o forte envolvimento de profissionais de TI no processo decisório da empresa estudada. Essa parceria entre administradores seniores e líderes de TI no processo decisório pode auxiliar o alinhamento entre TI e estratégias de negócios e fornecer expectativas realistas para a TI.
This paper analyzes the risk of default in the use of credit cards generating probabilities of delay in payment with different variables such as age, gender, credit limit and annual income. The behavior of debtors who use credit cards is studied identifying changes in states of delay of risk levels. A multi-state model of Markov was used to perform the analysis. The study was applied to credit card usage records of individuals in 121 commercial and financial institutions. This research identifies the patterns of use by credit card customers and provides valuable inputs to help financial institutions understand the phenomenon of default risk.
In the new technological and social reality characterized by collaborative environments where people share information and experiences as a source of value, the purpose of this chapter is explain how public administrations and governments can make use of CRM integrated with the functionalities of Web 2.0. In this regard, firstly we study how CRM can be integrated with Web 2.0, creating what might be called CRM 2.0, and analyze how governments can use CRM 2.0 to optimize their work processes and improve their services. Then we analyse the social impact relating with the priority objectives for governments, and present the case of different pioneer public administrations in the use of CRM 2.0, analyzing its technological solution and achieved benefits. As a result of this analysis, we have found positive evidence of the beneficial effects for society and for the public administration itself, generated by the use of CRM 2.0 in e-government. Finally, we present the future lines of work and the conclusions.
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