Building E-Government Public Service System in China Based on the Customer Relation Management Platform

摘要：

This article introduces the concept of customer relationship management (CRM) to the electronic government public service. Drawing from the structure of CRM in businesses, it is suggested that an e-government public service system needs to be constructed which includes an operation layer, a cooperation layer, an analysis layer and a feedback layer. The construction strategies of e-government public service system consist of four aspects, which are government process reengineering and system integration, individualized service guaranteed by data warehousing and Web mining technology, constructing a new style of government websites with the call center, as well as establishing an efficient evaluation system of public satisfaction.

关键词： E-Government public service CRM process reengineering public satisfaction

作者: Guisheng Chen Quanwei Li

作者单位: School of Public Administration, Tianjin University of commerce, 300134, P.R. China

会议类型: 国际会议

会议名称: The Ninth Wuhan International Conference on E-Business(第九届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 703-709

在线出版日期: 2010-05-29（万方平台首次上网日期，不代表论文的发表时间）