Citizen Relationship Management

Schellong, Alexander

doi:10.4018/978-1-59904-947-2.ch189

Cited by 20 publications

(7 citation statements)

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“…The information economy is powered by the digital infrastructure upon which we depend. ICT, flattening communications, markets and hierarchies have contributed to a period of disruption to many business or organizational models (Schellong, 2008a). ICT facilitates the speed of communications and more selectively control access to, and participation in, information exchange.…”

Section: Global Trends In the Public Sectormentioning

confidence: 99%

Benchmarking EU e‐government at the crossroads

Schellong

2010

Transforming Government

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PurposeThe purpose of this paper is to offer insights and suggestions for the design of existing and future e‐government benchmarks.Design/methodology/approachThe paper presents several frameworks to structure the discussion of e‐government benchmark design based on a review of existing research and practice. Second, it provides an overview of relevant benchmarking activities including new insights on the European Union's (EU's) benchmarking activities. Finally, suggestions for the future design of the EU's benchmarking are made.FindingsThe scope of prominent e‐government benchmarks is mostly on the supply/output side and a development stage model of a selection of government (online) services. Benchmarks follow underlying cause‐and‐effect frameworks. Capturing government transformation also remains a core challenge. To discuss the design of e‐government benchmarks, a three‐tier structure is proposed: guiding principles, benchmark methodology, and reporting and learning. Overall, governments around the globe are facing significant changes in the coming years which will shape their thinking on digital government in general and the priorities for benchmarking it in particular. Among others, these are the trade‐off between free market and regulation, demographic change and the information economy.Practical implicationsThe paper provides policy makers and consultants with a framework to approach and discuss e‐government benchmarks in general and the future design of the EU e‐government benchmark in particular.Originality/valueThe paper analyzes existing e‐government benchmarks, presents a framework for designing e‐government benchmarks and makes a range of recommendations on changes to the methodology of the EU e‐government benchmark.

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Section: Global Trends In the Public Sectormentioning

confidence: 99%

Benchmarking EU e‐government at the crossroads

Schellong

2010

Transforming Government

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“…The most prominent of these programs in Beijing is the 12345 hotline service which allows city residents to report problems by calling the number or making an online submission [3]. Similar to 3-1-1 in the U.S. and Canada, 1-2-0 in Korea, and 1-1-5 in Germany [4][5][6], the 12345 hotline service is a part of China's efforts to streamline administration and optimize non-emergency services in public service areas such as market regulation, social work, and ecological and environmental protection.…”

Section: Introductionmentioning

confidence: 99%

Performance Analysis of Smart City Governance: Dynamic Impact of Beijing 12345 Hotline on Urban Public Problems

Xiong

Zhou

et al. 2022

Sustainability

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The 12345 hotline service has become a widely accepted smart city governance system of citizen contact with the local authorities in Beijing and has enabled leaders to handle public complaints more effectively. However, there have been few studies on the performance of the 12345 hotline. This study, taking Beijing city as the study area, explains how this system improved urban problem management and the degree of improvement in different urban problem categories. First, we studied the quantity distribution of 12345 cases and the public’s top concerns. Then, based on the VAR model, we analyzed the specific dynamic influence process and degree of 12345 cases on UGMS cases, which reflect urban public problems. The main findings of this research are as follows: (1) Illegal parking/charging problems and issues with the city’s dirty conditions were the two primary concerns of the public. (2) The 12345 system hampered the increase in urban public problems with a lag of 3–5 days. (3) Exceptionally, for the construction management and market regulation categories, the hotline cases had no active effect on urban problem management. This paper can help city authorities to assess the strength and weakness of the 12345 system and decide on improvement plans for urban management.

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“…In the case of government agencies, such technologies reflect a non-commercial orientation with an emphasis on soft goals such as citizen satisfaction, transparency, and non-revenue generating processes, like reporting incidents and problems, assistance with payments, permits, forms and applications, as well as general informational inquiries. The term Citizen Relationship Management -CiRM -was coined to emphasize these distinctions (Schellong, 2008).…”

Section: Introductionmentioning

confidence: 99%

Systems Administration in Ontology-Based Applications

Alexandrova¹,

Iordanov²,

Abbas

et al. 2016

International Journal of Public Administration in the Digital Age

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A Citizen Relationship Management (OpenCiRM) system was built on a semantic web platform using model-driven development principles, to provide a government call center with operational agility and improved technical integration options. Business domain experts from municipal agencies administered the system by directly manipulating its ontology model. This paper highlights the new ontology engineering tasks and user roles that may emerge in organizations implementing the OpenCiRM system.

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Citizen Relationship Management

Cited by 20 publications

References 0 publications

Benchmarking EU e‐government at the crossroads

Benchmarking EU e‐government at the crossroads

Performance Analysis of Smart City Governance: Dynamic Impact of Beijing 12345 Hotline on Urban Public Problems

Systems Administration in Ontology-Based Applications

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