Citizen-Centric Remote Online Digital Governance
Michael E. Milakovich · 2021
This chapter shows how governments are transforming service delivery systems with customer relationship management (CRM) strategies and how the concept is being integrated with advanced technologies and applied to the public sector as citizen relationship management (CzRM). Moving from a traditional hierarchical, paper-intensive, and rule-driven environment (public administration as we knew it) to a more horizontally integrated, networked, self-service system, entails internal transformations, an informed and educated voting public, and citizens capable of remotely accessing the government services they need.