E-Participation and Citizen Relationship Management in Urban Governance: Tools and Methods

Background

CiRM is described as a strategy that enables a technological focus on citizens’ needs and encourages citizen participation (Reddick, 2010). Giving meaning to such a broad definition requires an examination of the background of CiRM, particularly its origins and growth in the private sector. To be clear, this chapter shall consistently distinguish between CRM as private sector customer relationship management and CiRM as public sector citizen relationship management, and CRM/CiRM where concepts apply equally to both private and public sector. Although CRM is now a powerful tool in business, it has taken a decade of trial and error to realize CRM’s potential. Government has not yet arrived at a strategic understanding of how to apply CiRM effectively and maximize citizen participation. Therefore an examination of CRM is appropriate and necessary to developing a more complete understanding of the power, potential, and pitfalls of CiRM. This examination will include an overview of CRM as a strategy and management approach, CRM technological extensibility, and current trends that are significantly broadening CRM applicability in the private sector including cloud services, the expanding CRM ecosystem, and social CRM. This overview of CRM will form the basis for the examination of CiRM applications and e-participation capabilities.