Journal of E-Governance - Volume 33, issue 2 - Journals

Abstract: This paper examines the impact of Citizen Relationship Management (CRM) technology adoption on local governments in the United States. The purpose of the paper is to determine whether this technology has influenced organizational change. From the literature six factors appear to be important in the adoption of CRM, and these factors are examined through a survey of Chief Administrative Officers (CAO) in cities and counties that have adopted CRM systems. The results of the survey show …that CRM had a strong impact on creating a more efficient, effective, and transparent governments. What was especially noteworthy from the survey results was that CAOs believed that CRM greatly improved communication with citizens. The challenges of CRM for local government were lack of funding and the difficulty of departments to relinquish control of their customer support systems. More basic technology is viewed as being the most effective in CRM systems. There is lack of integration of different service channels for most local governments such as the Website and phone. The implications of this survey are that CRM is having a broad impact on organizational change, but there is much more research that needs to be done on this understudied area of public administration. Show more

DOI: 10.3233/GOV-2010-0216

Citation: Journal of E-Governance, vol. 33, no. 2, pp. 88-99, 2010

Price: EUR 27.50

Shaping M-Government for Emergency Management: Issues and Challenges

Authors: Moon, M. Jae

Article Type: Research Article

Abstract: This paper explores the prospects of mobile government (m-Government), often presented as ubiquitous government (u-Government) in Asia, an extension of the growing movement toward electronic government (e-Government) with more active application of mobile information technologies. This study examines the current status and challenging issues regarding m-government. Reviewing the relevant literature on m-Government, this study also investigates some best-practice examples, particularly in the area of emergency management related to natural disasters and public …safety. This paper offers four different recommendations for facilitating and improving the implementation of m-Government initiatives: 1) the development of strategic m-Government plans and enterprise architecture: 2) securing financial resources; 3) strong, sustained political leadership; and 4) intergovernmental, interagency, and inter-sectoral collaboration. Show more

DOI: 10.3233/GOV-2010-0217

Citation: Journal of E-Governance, vol. 33, no. 2, pp. 100-107, 2010

Price: EUR 27.50

Display: 10 | 50 | 100 items per page

Journal of E-Governance - Volume 33, issue 2

North America

Europe

Asia