Managing Citizen Relationships in Disasters: Hurricane Wilma, 311 and Miami-Dade County

Schellong, Alexander; Langenberg, Thomas

doi:10.1109/hicss.2007.331

Cited by 25 publications

(25 citation statements)

References 19 publications

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“…Cohen and Levinthal (1990) labeled this as absorptive capacity for research and development (R & D) firms. A study of CiRM also argues for the importance of absorptive capacity in an organization's ability to create and use knowledge about citizen needs (Schellong & Langenberg, 2006). Moreover, having a professional city manager is found to have a positive association with a high level of public services in small local communities (Folz & Abdelrazek, 2009).…”

Section: Overall Management Capacitymentioning

confidence: 97%

Citizen-Centric E-Government Services: Understanding Integrated Citizen Service Information Systems

Chen

2010

Social Science Computer Review

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Advances in the networked features of information and communication technologies hold the promise of enhancing integrated citizen-centric information and services. However, few governments to date have implemented an integrated citizen service information system, which is needed to fulfill that promise. This study aims to investigate the organizational determinants of the level of integration and use of a citizen service information system. It draws from the literatures on diffusion and adoption of innovation, technology acceptance and use, information systems implementation, and information technology (IT) and public administration. The primary sources of data are from International City/County Management Association (ICMA) data on citizen service systems and Electronic government (e-government) surveys. Ordered logit is the primary data analysis technique used. The study findings suggest the importance of getting citizen feedback in the move toward a more integrated citizen service information system. Strong organizational commitment to citizen services further plays a significant role in the more sophisticated use of such a system. Overall, however, management capacity and technical capacity do not register a significant relationship with a more sophisticated and extensively used system.

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Section: Overall Management Capacitymentioning

confidence: 97%

Citizen-Centric E-Government Services: Understanding Integrated Citizen Service Information Systems

Chen

2010

Social Science Computer Review

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“…The aim of these case studies is to develop a deeper and a better practical understanding of CzRM implementation. The four case studies of Schellong and Langenberg [4], Zamanian, Khaji and Emamian [5], Crawford and Dana Walters [6], and Sethi [7] analyzed the importance of CzRM in different countries. In order to determine the success of such e-projects, multiple cases will be chosen to examine this development.…”

Section: Research Design and Methodologymentioning

confidence: 99%

“…The Case Studies, Iran [5] and Miami [4], both followed this procedure by introducing a "Government Information Center" and a "Centre for Investigating Complaints of people" respectively. The Case Study in Miami shows that Centralization is a much better choice when a city is confronted with a disaster of any kind.…”

Section: Advantages Disadvantagesmentioning

confidence: 99%

“…How was Miami able to achieve that? The implementation of a "web-enabled reporting system called Service Stat" [4] made it possible to combine different databases from different divisions in the Miami government and improve operational efficiencies in the process. This "web enabled reporting system" was able to import data sets from the CzRM-system and transfer it to the reporting system.…”

Section: B) Introduction Of Tool Extensions: the Boston Casementioning

confidence: 99%

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Citizen relationship management: What are the determinants that influence the implementation of citizen relationship management in governments?

Andrade

Camacho

2014

2014 First International Conference on eDemocracy &Amp; eGovernment (ICEDEG)

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Many governments struggle with the implementation process of an effective Citizen Relationship Management. They are unable to respond quickly and accurately to citizen requests. However, some governments (e.g. Miami, Iran, Dubai and Boston), were successful in introducing effective Citizen Relationship Management systems. They have created a variety of tools to process citizen information effectively and efficiently. Governments, which are struggling to implement such a system, can use these case studies as benchmarks to improve their understanding of a Citizen Relationship Management. As a consequence from the insights won from these case studies, a theoretical model was developed to achieve a better grasp of the Citizen Relationship Management implementation process concept and the possibility for governments to improve and apply an effective Citizen Relationship Management. The framework addresses the determinants that influence the implementation process.

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“…Effective knowledge and information management between government agencies and the public is important in emergency management (Schellong & Langenberg, 2007).…”

Section: Link To Knowledge Managementmentioning

confidence: 99%

Effective Knowledge Integration in Emergency Response Organizations

Gudi¹

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Managing Citizen Relationships in Disasters: Hurricane Wilma, 311 and Miami-Dade County

Cited by 25 publications

References 19 publications

Citizen-Centric E-Government Services: Understanding Integrated Citizen Service Information Systems

Citizen-Centric E-Government Services: Understanding Integrated Citizen Service Information Systems

Citizen relationship management: What are the determinants that influence the implementation of citizen relationship management in governments?

Effective Knowledge Integration in Emergency Response Organizations

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