Title: The role of cloud computing and citizens relationship management in digital government transformation

Authors: Ioannis Nanos; Eugenia Papaioannou; Efthymia Androutsou; Vicky Manthou

Addresses: Department of Applied Informatics, School of Information Sciences, University of Macedonia, 156 Egnatia Street, GR-546 36 Thessaloniki, Greece ' Department of Business Administration, School of Management and Economics, Alexander Technical Educational Institute of Thessaloniki, Sindos, Greece ' Department of Geographic Information Systems, Municipality of Thessaloniki, Thessaloniki, Greece ' Department of Applied Informatics, School of Information Sciences, University of Macedonia, Thessaloniki, Greece

Abstract: Cloud computing is expected to be a fundamental part of e-government strategy in the upcoming years, contributing to the digital government transformation at national, regional and local-municipal level. Citizens relationship management (CiRM) represents a combination of methods and ICT applications used by governments to manage their relationship with citizens. Provided through appropriate cloud computing deployment and services models, CiRM can support governments to adopt a new paradigm shift by viewing and managing citizens as customers, in order to respond quickly and accurately to citizen requests or inquiries and to provide access to e-government services, thus fostering more open, innovative, participatory and trustworthy communities. The paper analyses the role of cloud computing and citizens relationship management and proposes a theoretical model for the exploration of digital government transformation. Furthermore, it explores the advantages, barriers and challenges that are associated with cloud computing and CiRM in the public sector and suggests appropriate cloud computing models for CiRM deployment.

Keywords: cloud computing; citizens relationship management; CiRM; e-government; digital transformation.

DOI: 10.1504/IJIMA.2019.099495

International Journal of Internet Marketing and Advertising, 2019 Vol.13 No.2, pp.120 - 136

Received: 23 Feb 2018
Accepted: 05 May 2018
Published online: 07 May 2019 *

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