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Crm Perspective-based Service-oriented E-government Research

Posted on:2012-12-28Degree:MasterType:Thesis
Country:ChinaCandidate:F YangFull Text:PDF
GTID:2206330332989909Subject:E-government
Abstract/Summary:PDF Full Text Request
Since the 70s of the20th century, due to the rapid development of computer technology and easy access of the Internet, people's way of life changed dramatically. As the rise of "new public management movement ", countries around the world study and explore how to build a "customer-oriented"Government which "the customers "(citizens and enterprises) could access to government information and services at any time and any place in any way. The successful practices of CRM (customer relationship management system) in enterprises provide a new solution for the "customer-oriented"government.1 Based on theory of CRM, this paper analyze the successful experiences and current problems on the development of e-government, as making prediction and recommendations on its future development. This paper argues that: The center of e-government building should focus on the city(county) which is the vital department for public services: with the goal of build a service-oriented government as the goal, based on the Internet, e-government should be built to provide better"people-oriented" public services. Through re-organization and process optimization, we should build a" service-oriented e-government" based on CRM rather than" managed e-government." The satisfaction of the customers (citizens and enterprises) on the government services should be considered in the assessment. The government should keep up with the development and application of information technology, using a variety of techniques, to expand service areas and to improve service quality.2 The paper discusses the difference on concept of "e- government affair "and "e- government" from the theoretical point of view. This paper argues that "electronic government" is higher level of "electronic government affair". It is very necessary for government departments at all levels to understand and study the two concepts. Meanwhile, China has the ability to upgrade toe-government. E-government building should be in line with the country' spolitical system and administrative system, neither copy from the experience of Western countries, nor be subject to separated political structure which will result in "islands of information "and waste of cost. 3,Based on the construction of electronic government system of CRM from the standpoint of practice proposed——"Twin circle" mode. A CRM system is used for horizontal platform, the government web sites is used for longitudinal barriers and interactive exchange platform , To Structure the electronic government service system between internal and external"twin circle"respectively——Internal: in the service of the leadership of the decisions and agency office,subdividing the user community,providing more resources and functions of the relevant information service,Committing to reorganize the organization and optimization process,improving efficiency,reducing the office cost;External is to serve the community and enterprise management, providing a one-stop, individual public service,The user can make single sign-on, the life cycle"of handle affairs to be come true,enhancing public services, providing quality public goods. Through a combination of internal and external ,"twin circle" achieve the most optimization of the implementation of electronic application and the mode of innovation of government governance ,impling our public governance improvement.4,The text proposed which is based on the CRM electronic government services development and implementation. On one hand they will center on customer requirements to construct good information systems ;on the other hand is to integrate the construction of public services, to construct of multiple channel service foreground; finally is to destroy information silo and to plan a one-stop information service background.5,This article take teng zhou in Shandong province and other parts of the construction of electronic government affairs for example. It is based on sum up their implementation, experience and analyse its characteristic and successful experience through CRM. In short, we think, under a harmonious society condition, the realization of the scientific development of the situation e-government and service-oriented government construction is an important model for our electronic government;the government should lower the focus to provide public services, the body of the city as a priority for research and exploration; we should develop the construction of e-government into electronic government; At the same time political reform should be connect, the situation in our country and the political conditions we must take fully into account.
Keywords/Search Tags:electronic government, service-oriented government, building, system, CRM
PDF Full Text Request
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