Enabling E-Governance Through Citizen Relationship Management-Concept, Model And Applications | G. Kannabiran, M.J. Xavier & Ammu Anantharaaj

With the advent of the Internet and telecommunication technologies, business organizations have jumped into the e-business bandwagon that has led to better customer service through implementing Customer Relationship Management tools. The same trend has now caught on with the governments through e-Government initiatives. This paper presents a conceptual model of Citizen Relationship Management (CzRM). The proposed model of CzRM combines a set of functionalities and tools that enable government to become citizen centric. It requires the creation of integrated Citizen Information System (CIS) to provide personalized service and setting up of Citizen Interface Centers (CIC) which can provide many services from a single point of contact. The model is also being related with some of the existing e-Governance applications in India. A number of research ideas in the area of CzRM have also been proposed in the paper.