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CRM 2.0 and E-Government: Challenges for Public Administration and Social Effects

CRM 2.0 and E-Government: Challenges for Public Administration and Social Effects

Daniel Pérez González, Pedro Solana González
Copyright: © 2012 |Pages: 29
ISBN13: 9781613500446|ISBN10: 1613500440|EISBN13: 9781613500453
DOI: 10.4018/978-1-61350-044-6.ch006
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MLA

González, Daniel Pérez, and Pedro Solana González. "CRM 2.0 and E-Government: Challenges for Public Administration and Social Effects." Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus, edited by Ricardo Colomo-Palacios, et al., IGI Global, 2012, pp. 84-112. https://doi.org/10.4018/978-1-61350-044-6.ch006

APA

González, D. P. & González, P. S. (2012). CRM 2.0 and E-Government: Challenges for Public Administration and Social Effects. In R. Colomo-Palacios, J. Varajão, & P. Soto-Acosta (Eds.), Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus (pp. 84-112). IGI Global. https://doi.org/10.4018/978-1-61350-044-6.ch006

Chicago

González, Daniel Pérez, and Pedro Solana González. "CRM 2.0 and E-Government: Challenges for Public Administration and Social Effects." In Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus, edited by Ricardo Colomo-Palacios, João Varajão, and Pedro Soto-Acosta, 84-112. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-044-6.ch006

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Abstract

In the new technological and social reality characterized by collaborative environments where people share information and experiences as a source of value, the purpose of this chapter is explain how public administrations and governments can make use of CRM integrated with the functionalities of Web 2.0. In this regard, firstly we study how CRM can be integrated with Web 2.0, creating what might be called CRM 2.0, and analyze how governments can use CRM 2.0 to optimize their work processes and improve their services. Then we analyse the social impact relating with the priority objectives for governments, and present the case of different pioneer public administrations in the use of CRM 2.0, analyzing its technological solution and achieved benefits. As a result of this analysis, we have found positive evidence of the beneficial effects for society and for the public administration itself, generated by the use of CRM 2.0 in e-government. Finally, we present the future lines of work and the conclusions.

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