Egyptian Electronic Government: The Citizen Relationship Management (CRM) Case Study

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Author(s): H. S. Hassan (Cranfield University, UK)and A. A. M. Abdelkader (Damietta University, Egypt)
Copyright: 2013
Pages: 14
Source title: Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies
Source Author(s)/Editor(s): Riyad Eid (United Arab Emirates University, UAE)
DOI: 10.4018/978-1-4666-3631-6.ch019

Keywords: Business & Management / Business Information Systems / Business Science Reference / Consumer Management

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Abstract

Many developing countries’ governments have invested heavily in increasing the number of e-government projects. However, there is a lack of clear case material, which describes the potentialities and consequence experienced by governments trying to manage with this change. The Ministry of State for Administrative Development (MSAD) is the organization responsible for the e-Government program in Egypt since early 2004. This paper presents the findings of the CRM case study, one of the e-service projects led by MSAD. Semi-structured interviews have been used as primary data collection techniques. The findings of the study reveal that the main driver to the success of the project is changing the organisational culture and thinking. It is noticed there is an influence of the project on citizens’ encouragement for public participation as it was able to increase their satisfaction levels. Also, the findings emphasised the problems that face the overall e-government program in Egypt. They also explain the relationships among those identified problems of governmental e-service development.

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