Reengineering municipality citizen electronic complaint system through citizen relationship management
by Pin-Yu Chu, Shang-Ching Yeh, Meng-Chieh Chuang
Electronic Government, an International Journal (EG), Vol. 5, No. 3, 2008

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.

Online publication date: Sat, 21-Jun-2008

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