Extract: ~~~ 115 Bürgertelefon, Citizen Relationship Management, CiRM | No Comments " ~~~ telefon, Call Center, Citizen Relationship Management, Inovations in Government, ~~~ Yet 311 is far from being available for the whole population in the U.S. ~~ Part I will present the five options. ~~ Part II which will be added in a couple of days will discuss the future of 311 and issues such as performance management.The central approachAt first glance it is probably the easiest way to set up a central service center for any government. ~~ several cities or several cities and a county) is called “Regional Service Center”. ~~
• Citizen Relationship Management
http://www.citizen-relationship-management.de/cirm
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Extract: ~~~ for my blog on Citizen Relationship Management, eGovernment and Innovations in ~~~ Effective Citizen Relationship Management: Hurricane Wilma and Miami ~~~ Schellong, Alexander (2007). ~~ "Waiting for the next disruption", Shipping International Monthly Review, 272, January. ~~ Sarikas, Omiros / Schellong, Alexander (2007). ~~ "Managing Citizen Relationships: Hurricane Wilma, 311 and Miami-Dade County", conference paper, Proceedings of HICSS 40 Schellong, Alexander (2006). ~~
• Citizen Relationship Management - Alexander Schellong
http://www.citizen-relationship-management.de
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Extract: ~~~ Resource Planning and CRM, CiRM, as in Citizen Relationship Management. ~~~ Notes on government CRM - Citizen Relationship Management ~~~ eDemocracy also remains a rethorical promise (Mahrer/Krimmer; UN).In any case, while I am still working on my contribution to the discourse on Web 2.0 & Government, I have two recommendations for any of our readers interested in the matter:First, Philipp Mueller, who has already contributed some guest entries to this blog, is offering a course on "Government 2.0" for master students at Erfurt University's School of Public Policy (ESPP) (Spring term 2008). ~~ Posted by Alexander Schellong at 5:19 PM | Permalink | Comments (0) March 5, 2008 Vendor Driven Theory by Philip MuellerVENDOR-DRIVEN Theory: a vendor's conception or mental scheme of something to be done, or of the method of doing it;As we are moving into network society, we need to be aware of the phenomenon of vendor-driven theorizing and able to critically reflect vendor-driven theories. ~~ Newtonian Physics) and the second constitutive theories ( Liberal Democracy). ~~ ERP has been re-christened GRP, as in Government Resource Planning and CRM, CiRM, as in Citizen Relationship Management. ~~
• [University site]: [University site]: Complexity and Social Networks Blog: Citizen Relationship Management ~~~
http://www.iq.harvard.edu/blog/netgov/citizen_relationship_management
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Extract: GSA is enhancing the customer service federal agencies provide to citizens. ~~~ GSA has changed the relationship citizens have with their government by making ~~~ . ~~ . ~~ . ~~ . ~~
• [Government site]: [Government site]: GSA - Citizen Relationship Management
http://www.gsa.gov/Portal/gsa/ep/channelView.do?pageTypeId=8211&channelPage=/ep/...
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Extract: Citizen relationship management is a growing effort at all levels of government ~~~ For Don Tapscott explains the need for citizen relationship management. ~~~ . ~~ . ~~ . ~~ . ~~
• What is citizen relationship management a definition from WhatIs.com
http://whatis.techtarget.com/definition/0,,sid9_gci1275083,00.html
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Extract: ~~~ of his dissertation is "Citizen Relationship Management - A Study of CRM in ~~~ Effective Citizen Relationship Management: Hurricane Wilma and Miami-Dade County ~~~ "115 Bürgertelefon - Strategie 115". ~~ Schellong, Alexander (2007). ~~ "Crossing the boundary - Why putting the e in Government is the easy part", Harvard-Kennedy School of Government, Program on Networked Governance Working Paper # PNG07-002. ~~ Schellong, Alexander/ Sarikas, Omiros (2007). ~~
• [University site]: [University site]: Networked Governance - John F. Kennedy School of Government - People ~~~
http://www.hks.harvard.edu/netgov/html/fellows_schellong_a.htm
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Extract: Citizen relationship management - high-tech public service "of the people, by ~~~ needs to be paired with Citizen Relationship Management (ZRM) to be truly of ~~~ . ~~ . ~~ . ~~ . ~~
• Citizen Relationship Management (ZRM) The Challenge and the Promise
http://www.b-eye-network.com/view/200
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Extract: Workshop: Introduction to Citizen Relationship Management (CiRM) with Alexander ~~~ What is Citizen Relationship Management? How is it related to eGovernment? ~~~ Philip Mueller Introduction to the concept of Citizen Relationship Management Alexander Schellong Case Study "The Sanwich Bar" (by Jorrit de Jong, Centre for Government Studies, Leiden University) PDF: Case Study / Appendix Additional Readings: 311 New York City Case Study Philip Mueller & Alexander Schellong Small group discussions on current and future practices Participants Short group presentations and class discussion moderated by Philip Mueller &Alexander Schellong Closing remarks Lourdes Baltazar Gomez The following questions serve as an overview of what will be discussed by Alexander Schellong as well as giving the participants some food for thought for class discussions. ~~ What is customer oriented government/public administration? Where are the main differences in private and public service orientation? What are goals, benefits and drawbacks? What is Citizen Relationship Management? How is it related to eGovernment? What is the empirical practice of CiRM? What are the challenges What is the impact on relationships, organization and processes? Will citizens be more passive or active if government is more service oriented and satisfies them more? What type of policy should your specific governmental agency adopt concerning CiRM? How should CiRM be started and who should do it? Further information: New York City 311 Miami-Dade County 311 Baltimore CITISTAT Public CIO Magazine on 311 CRM in the UK government London School of Economics research on eGovernment and Customer Service Presentation by Dr. ~~ . ~~ . ~~
• [University site]: [University site]: Networked Governance - John F. Kennedy School of Government - Workshop ~~~
http://www.hks.harvard.edu/netgov/html/fellows_schellong_a_workshop_8_16_06.htm
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Extract: With voter apathy growing, it's time for a new CRM: citizen relationship management ~~~ Business Process Management 101: The Basics of BPM and How to Choose ~~~ Platform independence, long-running transactions, and asynchronous processes — it would be like world peace. ~~ . ~~ . ~~ . ~~
• Citizen Relationship Management > > Intelligent Enterprise: Better ~~~
http://www.intelligententerprise.com/ports/showArticle.jhtml?articleID=30900018
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Extract: Town of Trophy Club - InTouch TM Citizen Relationship Management ~~~ streamline the handling of citizen concerns, requests, suggestions, and ~~~
• Trophy Club, Texas
http://intouch.trophyclub.org
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Extract: Approaches to Citizen Relationship Management (CRM) in Federal, State, local and international governments, and industry, nonprofits and academia. . ~~ . ~~ . ~~ . ~~
• [Government site]: [Government site]: GSA - GSA Citizen Relationship Management Newsletter
http://www.gsa.gov/Portal/gsa/ep/contentView.do?programId=8582&channelId=-12985&...
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Extract: Approaches to Citizen Relationship Management (CRM) in Federal, State, local and international governments, and industry, nonprofits and academia. . ~~ . ~~ . ~~ . ~~
• [Government site]: [Government site]: GSA - GSA Citizen Relationship Management Newsletter
http://www.gsa.gov/Portal/gsa/ep/contentView.do?programId=8582&channelId=-12985&...
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Extract: SARS & Citizen Relationship Management. GreaterChinaCRM Quarterly Free Talk. www.gccrm.com ~~~ It's not all about citizen relationship management. ~~~ The key here is you must be selective about what you send to avoid creating spamming.
Lastly, as a follow up to the email campaign, you can actually offer SARS related health insurance package for people/clients who are not adequately insured. ~~ All rights reserved. ~~ . ~~ . ~~
• SARS & Citizen Relationship Management | GCCRM
http://www.gccrm.com/eng/content_details.jsp?contentid=941&subjectid=101
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