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The Semantic Electronic Government: knowledge management for citizen relationship and new assessment scenarios
by Miltiadis D. Lytras
Electronic Government, an International Journal (EG), Vol. 3, No. 1, 2006
Abstract: The case of governance in the internet age requires a critical revision of assumptions. Government and citizens are not just two entities but through their interaction provide a wide context of analysis. Citizen Relationship Management (CRM) is a knowledge-intensive task, which requires an in-depth analysis of knowledge infrastructures, knowledge flows and dynamic transformations. In this paper, we will concentrate on the description of the basic aspects of the Knowledge Management (KM) convergence in e-government. Further, the diversity of structures, regulations and procedures affecting networks of heterogeneous administrative units represents a challenge for semantic integration. Semantic Web technologies have been proposed as a potential solution for alleviating such integration problems. However, Semantic Web initiatives must be based on clear and realistic objectives that can be assessed in the framework of political decisions. This paper attempts to delineate the main aspects of a framework for assessment, in an attempt to delineate a roadmap for future applied research on the area.

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