Boosting Government Reputation through CRM

Challenging the popular criticism that most public agencies and departments are bureaucratic, slow, and incapable of taking immediate actions, governments are striving to revert this negative image by adopting new business approaches and applying new information technologies for optimising their processes. On the one hand, the advent of Corporate Reputation theory shows that reputation can be enhanced through better management of the interactions between customers and customer-facing employees. On the other hand, the adoption of Customer Relationship Management (CRM) solutions enables a closer relationship between customer-facing employees and customers regardless of the channel of interaction. In this paper we draw from both theories aspects that can enable the building and management of corporate reputation in the public sector with the support of CRM solutions.