A knowledge management approach to citizen relationship management in e-government context
With globalization, the Internet and increasing demands from citizens,governments around the world are pressured to serve citizens and businesses electronically thus to adopt policies that reduce bureaucracy and be agile to changes in structure. This entails that the electronic government that has b...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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The Social Sciences Reserach Society
2013
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/31739/1/IJeBusi_%26_eGov_%282013%29.pdf |
| _version_ | 1796878165801435136 |
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| author | Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen |
| author_facet | Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen |
| author_sort | Norshidah, Mohamed |
| collection | IIUM |
| description | With globalization, the Internet and increasing demands from citizens,governments around the world are pressured to serve citizens and businesses electronically thus to adopt policies that reduce bureaucracy and be agile to changes in structure. This entails that the electronic government that has been serving as a means for support in the last decade is no longer adequate. Government agencies are expected not to be working in silos. More and more government operations are expected to be networked and interconnected. Increasingly, governments are pressured to have a single view of citizens through Citizen Relationship Management (CzRM). The paper proposes a conceptual framework on CzRM using the knowledge management approach. It builds on prior literature in knowledge management. This constitutes knowledge characteristics, knowledge management strategy, knowledge management processes and knowledge management technological infrastructure in managing citizen relationship. The implications for research and practice are further discussed |
| first_indexed | 2024-03-05T23:17:40Z |
| format | Article |
| id | oai:generic.eprints.org:31739 |
| institution | International Islamic University Malaysia |
| language | English |
| last_indexed | 2024-03-05T23:17:40Z |
| publishDate | 2013 |
| publisher | The Social Sciences Reserach Society |
| record_format | dspace |
| spelling | oai:generic.eprints.org:317392014-01-06T01:27:23Z http://irep.iium.edu.my/31739/ A knowledge management approach to citizen relationship management in e-government context Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen ZA4050 Electronic information resources With globalization, the Internet and increasing demands from citizens,governments around the world are pressured to serve citizens and businesses electronically thus to adopt policies that reduce bureaucracy and be agile to changes in structure. This entails that the electronic government that has been serving as a means for support in the last decade is no longer adequate. Government agencies are expected not to be working in silos. More and more government operations are expected to be networked and interconnected. Increasingly, governments are pressured to have a single view of citizens through Citizen Relationship Management (CzRM). The paper proposes a conceptual framework on CzRM using the knowledge management approach. It builds on prior literature in knowledge management. This constitutes knowledge characteristics, knowledge management strategy, knowledge management processes and knowledge management technological infrastructure in managing citizen relationship. The implications for research and practice are further discussed The Social Sciences Reserach Society 2013 Article PeerReviewed application/pdf en http://irep.iium.edu.my/31739/1/IJeBusi_%26_eGov_%282013%29.pdf Norshidah, Mohamed and Nor Shahriza, Abdul Karim and Mohamed Razi, Mohamed Jalaldeen (2013) A knowledge management approach to citizen relationship management in e-government context. International Journal of eBusiness and eGovernment Studies, 5 (1). pp. 108-119. ISSN 2146-0744 (O) http://www.sobiad.org/eJOURNALS/journal_IJEBEG/2013_no_1.htm |
| spellingShingle | ZA4050 Electronic information resources Norshidah, Mohamed Nor Shahriza, Abdul Karim Mohamed Razi, Mohamed Jalaldeen A knowledge management approach to citizen relationship management in e-government context |
| title | A knowledge management approach to citizen relationship management in e-government context |
| title_full | A knowledge management approach to citizen relationship management in e-government context |
| title_fullStr | A knowledge management approach to citizen relationship management in e-government context |
| title_full_unstemmed | A knowledge management approach to citizen relationship management in e-government context |
| title_short | A knowledge management approach to citizen relationship management in e-government context |
| title_sort | knowledge management approach to citizen relationship management in e government context |
| topic | ZA4050 Electronic information resources |
| url | http://irep.iium.edu.my/31739/1/IJeBusi_%26_eGov_%282013%29.pdf |
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