Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model

Abstract

AbstractCIRM (Citizen Relationship Management) has an important role in the government because it puts citizen in the best interests. So far the implementation of e-government only focused on the technology assimilation process. Since existing egovernment maturity assessment models only measure the ability of e-government technology, they lack in consideration towards citizen needs. Therefore an e-government maturity assessment model is developed by incorporating elements of CIRM. The model was developed through a grounded theory qualitative study approach. The object of this research is egovernment application owned by the city of Surabaya. This research developed CiRM oriented e-government maturity model consisted of organization, interaction, service and citizen insight dimensions. This model then was use d to assess the maturity of CiRM oriented e-government implementation of Surabaya Single Window (SSW) online service.

Effective Factors Influencing the Intention to Use Citizens Complaint Handling System

“…The government can "force" public officers as well as citizens to switch to online services while at the same time improving the quality of their online services. Meanwhile, institutional leaders can show their support for the implementation of citizen-oriented e-government in various ways, such as making policy, both written and oral that can motivate, supervise and evaluate the implementation of these online services [19].…”

Citizen Readiness for Adopting Electronic Citizen Relationship Management (e-CiRM) : A Qualitative Exploration

“…e-CiRM readiness can also be defined as the level at which people are ready to receive benefits from information and communication technology. e-CiRM readiness can also be understood as the ability to pursue opportunities to create a value facilitated by the internet use [20].…”