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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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The Social Sciences Research Society
2013
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| Online Access: | http://eprints.utm.my/39167/1/NorshidahMohamed2013_AKnowledgeManagementApproachToCitizenRelationship.pdf |
| _version_ | 1796857770911203328 |
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| author | Mohamed, Norshidah Abdul Karim, Nor Shahriza Mohamed Jalaldeen, Mohamed Razi |
| author_facet | Mohamed, Norshidah Abdul Karim, Nor Shahriza Mohamed Jalaldeen, Mohamed Razi |
| author_sort | Mohamed, Norshidah |
| collection | ePrints |
| 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 | 2024-03-05T19:02:46Z |
| format | Article |
| id | utm.eprints-39167 |
| institution | Universiti Teknologi Malaysia - ePrints |
| language | English |
| last_indexed | 2024-03-05T19:02:46Z |
| publishDate | 2013 |
| publisher | The Social Sciences Research Society |
| record_format | dspace |
| spelling | utm.eprints-391672016-05-10T01:39:36Z http://eprints.utm.my/39167/ A knowledge management approach to citizen relationship management in e-Government context Mohamed, Norshidah Abdul Karim, Nor Shahriza Mohamed Jalaldeen, Mohamed Razi HD30.2 Knowledge management ZA Information resources 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 Research Society 2013-07-23 Article PeerReviewed application/pdf en http://eprints.utm.my/39167/1/NorshidahMohamed2013_AKnowledgeManagementApproachToCitizenRelationship.pdf Mohamed, Norshidah and Abdul Karim, Nor Shahriza and Mohamed Jalaldeen, Mohamed Razi (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 |
| spellingShingle | HD30.2 Knowledge management ZA Information resources ZA4050 Electronic information resources Mohamed, Norshidah Abdul Karim, Nor Shahriza Mohamed Jalaldeen, Mohamed Razi 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 | HD30.2 Knowledge management ZA Information resources ZA4050 Electronic information resources |
| url | http://eprints.utm.my/39167/1/NorshidahMohamed2013_AKnowledgeManagementApproachToCitizenRelationship.pdf |
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