Crm-based E-government Services Research

With the incessant promotion of global service notion, customer relationship management as a type of notion and technique which is customer-centred, is no longer restricted to personal fields, and it also becomes the focus of attention from the government organization. When CRM is applied to the E-government, we could design its system for the government.(The system is characterized by its centre and intention from the customers).As a result, it can help the government do better service for the customers and establish a kind of new and better relationship between the government, enterprise and citizen. the thesis is based on such background. Theoretically, it explains the feasibility of implement and gives a detail analysis of the application of CRM in E-government considering the experience drawing from the advanced countries' practice in foreign E-government. Meanwhile it also tries to reveal the hardship and obstacle in the process, and comes up with measures to make sure that this project be carried out successfully. And on this basis build a CRM-based e-government service system, eventually advance a service model based on CRM personalized e-government service.The details of this thesis are as follows:First of all, it makes clear views on development trend of E-government, theory of E-government service, application of CRM in E-government, and feasibility analysis on CRM implement in E-government, which gives a theoretical foundation for further analysis and settlement.Furthermore, it discusses the concept and function of CRM-based E-government and presents the core function of E-government to public is personalized service, establishing CRM-led functional framework and analyzing how to be successful for CRM-based E-government, all of which provides theoretical preparation for systematical establishment of CRM-based E-government.Thirdly, it explains three key elements of CRM E-government systematical structure, that is, reconstruction of service procedure to public, service resource integration and government portal establishment.Finally, based on theoretical analysis shown in the preceding chapters and cases, it provides a personalized service model.