Studies The Public Service Of E-Government Based On The Custerm Relationship Management

With the advent of information society, the whole of society continue to push forward the process of information. The public government sectors, which supply service for citizens, also face new challenges. E-government aims to provide the public with high quality public services, achieves greater efficiency in government administration, and reduces administrative costs. The traditional mode of e-Government System is designed based on government affairs, and is electronic and network of government affairs started from affairs process. However, as rising of the public demands of e-government services, this traditional model can not meet public needs, and urgent need to introduce a new mode of e-government public services.Customer Relationship Management provides a new way to resolve E-government public service model's problems. Customer relationship management focus on customer segmentation and personalized service to users; emphasis on attention to customer delivered value; focus on multi channels to provide services for users; emphasis on process management, all these ideas are provided good reference for the e-government services. To provide customers with satisfaction services, it must have broken down in the client, based on analysis of customer demands, and provide personalized service according to the needs of our customers; we must attach importance to the customer delivered value, enabling customers to use more less inputs to access quality and efficient public services; we must expand service channels, through a variety of ways to provide public services to enable the customers enjoy high-quality services at any time and any place; we must attach importance to the process management and improve government services, openness, transparency, strengthen the supervision of public services, to eliminate all forms of corruption, to ensure the government clean and honest. The integration of these concepts supply the thought for the model of e-government public service re-design.This paper introduced the customer segmentation and customer needs analysis of customer relationship management to e-government public services, and is divided the users of e-government public services into government customer groups, business groups, citizen groups and non-governmental organizations or non-profit institutions groups. Demands for government services groups are information sharing and cooperation office; demands for business groups are associated the services for daily production and management of company; demands for citizen groups are acquired the related services for daily needs of citizens; demands of non-governmental organizations or non-profit organizations mainly legal regulatory requirements, data needs, policy recommendations requirements. Based on the customer segmentation and demand analysis, this paper studied the process reengineering steps of e-government public services, and that customer segmentation, customer needs analysis and customer information integration are the main points of e-government public service process reengineering. Finally, this paper studied the building the platform of e-government public services based on customer relationship management. The platform can be divided into directed into service platform based on the external users'public service needs, office platform based on internal user requirements, and safety management system and standardized system to ensure the platform operation normally. The platform also include personalized service module, data centers and call centers in order to achieve personalized service and intelligence services.The research aims to allow the Government to change their ideas, from the point of "customer-centric, to meet customer demands", to think about the current e-government public service model, come up with one kind of mode which can meet the demands of information resources sharing and coordination office of internal users, but also can provide quality e-government public service for the citizens, in order to upgrading e-government public service level and quality, and meeting the personalized service demand of citizens. This article has some disadvantages, due to limit of time,energy and knowledge, researching on computer knowledge of customer relationship management systems, is not very deep, and not be able to integrate customer relationship system and e-government system at the technical level. I hope to conduct a further study. in the future research and work.