CRM in the public sector: towards a conceptual research framework
dg.o '05 Proceedings of the 2005 national conference on Digital government research
Customer relationship management (CRM) in e-government: a relational perspective
Decision Support Systems
Managing Citizen Relationships in Disasters: Hurricane Wilma, 311 and Miami-Dade County
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
Citizen-centered e-government services: benefits, costs, and research needs
dg.o '08 Proceedings of the 2008 international conference on Digital government research
Citizen satisfaction with contacting government on the internet
Information Polity
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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.