E-Participation and Citizen Relationship Management in Urban Governance

E-Participation and Citizen Relationship Management in Urban Governance

Author: 
Huebner, Jim P.
Place: 
Hershey, PA
Publisher: 
IGI Global
Date published: 
2013
Editor: 
Nunes Silva, Carlos
Journal Title: 
Citizen E-Participation in Urban Governance
Source: 
Citizen E-Participation in Urban Governance
Abstract: 

Citizen relationship management (CiRM) is a combination of management approaches and information technologies for improving citizen services and citizen participation used at all levels of government. As an adaptation of private sector customer relationship management (CRM), CiRM is experiencing significant public sector adoption rates globally. However, while private sector CRM has demonstrated significant impact in the private sector, CiRM benefits are limited, and particularly lagging in the area of citizen e-participation in urban governance. This chapter provides an overview of the scope of CiRM functionality, with particular regard to the CRM origins and CiRM extensibilities, to develop a broader perspective of CiRM's capacity for addressing e-participation. Developing this perspective further, theoretical and methodological approaches to e-participation are presented and evaluated in four categories: generic CiRM participation models, e-government CiRM, democratic CiRM, and strategic CiRM. Further research opportunities are highlighted within the context of emerging organizational, technological, and societal trends.

Series: 
Advances in Electronic Government, Digital Divide, and Regional Development

CITATION: Huebner, Jim P.. E-Participation and Citizen Relationship Management in Urban Governance edited by Nunes Silva, Carlos . Hershey, PA : IGI Global , 2013. Citizen E-Participation in Urban Governance - Available at: https://library.au.int/e-participation-and-citizen-relationship-management-urban-governance