Constituent-centric municipal government coalition portal

ABSTRACT

Businesses have used Customer Relationship Management (CRM) to gain strategic advantages by understanding and satisfying customer needs and creating short and long-term values. Similarly, governments face increased demands from citizens for better citizen-oriented one-stop services and more efficient and responsive government. Municipal governments started to introduce CRM to address these demands [2]. The key functionalities of CRM include (1) Citizen Segmentation into groups, such as individual taxpayers, corporate taxpayers, at-risk non-compliers; (2) Assess and monitor activities of certain segments of the population; (3) Provide tools, such as surveys, to uncover special needs and to measure service satisfaction levels; (4) Develop targeted offerings and outreach campaigns to meet specific population segment requirements, including education and notification of changes in tax laws.

REFERENCES

• 1: Municipal Technology Initiative, Final Report, CIMIC-Rutgers University, CIMIC Technical Report July-01-2005, July 2005.
• 2: B. Larsen and M. Milakovich, Citizen Relationship Management and E-Government, Electronic Government, Proceedings of 4th International Conference, EGOV 2005, LNCS 591, Springer, 2005, pp 57--68.
• 3: New Jersey Meadowlands Commission, A Meadowlands Renaissance, 2004/2005 Annual Report, 2005.
• 4: Voice browser Activity: http://www.w3.org/Voice/
• 5: Google Maps API: http://www.google.com/apis/maps/

INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.1 Project and People Management
          Subjects: Systems analysis and design

Additional Classification:
  J. Computer Applications
  J.1 ADMINISTRATIVE DATA PROCESSING
      Subjects: Government

General Terms:
Design, Management