Title: Reengineering municipality citizen electronic complaint system through citizen relationship management

Authors: Pin-Yu Chu, Shang-Ching Yeh, Meng-Chieh Chuang

Addresses: Department of Public Administration, National Chengchi University, No. 64, Sec. 2, Zhi Nan Rd., Wenshan District, Taipei City 11605, Taiwan, Republic of China. ' Institute of Public Affairs Management, National Sun Yat-sen University, 70 Lai-Hwai Rd., Kaohsiung City 80424, Taiwan, Republic of China. ' Applied Design Section, Information Management Center, Kaohsiung City Government No. 2, Suwei 3rd Rd., Kaohsiung City, Taiwan

Abstract: Government-to-Citizen (G2C) is the primary function of electronic government. Among various G2C services, Citizen Electronic Complaint Systems with interactive features play an important role in facilitating citizen participation. This research takes the Kaohsiung Citizen Electronic Complaint System in Taiwan as an example to demonstrate the benefits of employing citizen relationship management when revising a government-to-citizen electronic government system, including: better understanding of citizens, better service performance, increased public participation, and improved internal management and control. Policy implications and directions for system improvement are presented for municipality policymakers and system administrators in order to further enhance electronic democratic mechanisms.

Keywords: electronic government; e-government; local government; customer relationship management; CRM; citizen relationship management; CzRM; citizen electronic complaint systems; CECS; reengineering; government-to-citizen; G2C; Kaohsiung City Government; KCG; Taiwan; municipality.

DOI: 10.1504/EG.2008.018876

Electronic Government, an International Journal, 2008 Vol.5 No.3, pp.288 - 309

Published online: 21 Jun 2008 *

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