The IRMA Community
Newsletters
Research IRM
Click a keyword to search titles using our InfoSci-OnDemand powered search:
|
CRM 2.0 and E-Government: Challenges for Public Administration and Social Effects
Abstract
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.
Related Content
|
Serpil Kır Elitaş.
© 2023.
11 pages.
|
|
Sami Kiraz.
© 2023.
14 pages.
|
|
Kadir Bendaş.
© 2023.
10 pages.
|
|
Fatih Değirmenci.
© 2023.
15 pages.
|
|
Elifnur Terzioğlu.
© 2023.
14 pages.
|
|
Türker Elitaş.
© 2023.
16 pages.
|
|
Sudeep Uprety.
© 2023.
14 pages.
|
|
|