Government Readiness to CRM Adoption: A Local Authority Analysis

Luciano Batista; Peter Kawalek

Government Readiness to CRM Adoption: A Local Authority Analysis

Luciano Batista, Peter Kawalek

Norwich Business School

Research output: Contribution to conference › Paper › peer-review

Abstract

Initially focusing on e-government initiatives, governments have already started to deploy Customer Relationship Management (CRM) systems in order to improve operational performance. CRM is seen as constituting a strong initiative that can promote the proximity between government and citizens, and its adoption implies wide organizational changes towards customers. Such changes involve strategic, operational, and cultural aspects. Accordingly, we have developed a study in a Local Authority context in the UK to analyze the extent to which operational structures and processes are aligned to strategic orientations towards customers, proposing an interpretive scoring method for helping to diagnose this aspect. Regarding CRM adoption, the study’s findings show that fragmented solutions and integration of technological resources are potential problems to be overcome. Furthermore, the managers’ viewpoint about government information accessibility suggests that Local Authorities might be still struggling between two paradoxical Acts: Freedom of Information and Data Protection.

Original language	English
Publication status	Published - 2004
Event	Americas Conference on Information Systems (AMCIS 2004) - New York, United States Duration: 1 Aug 2004 → …

Conference

Conference	Americas Conference on Information Systems (AMCIS 2004)
Country/Territory	United States
City	New York
Period	1/08/04 → …

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Cite this

@conference{b77f4ea842d446f982d36d81bbc31f23,

title = "Government Readiness to CRM Adoption: A Local Authority Analysis",

abstract = "Initially focusing on e-government initiatives, governments have already started to deploy Customer Relationship Management (CRM) systems in order to improve operational performance. CRM is seen as constituting a strong initiative that can promote the proximity between government and citizens, and its adoption implies wide organizational changes towards customers. Such changes involve strategic, operational, and cultural aspects. Accordingly, we have developed a study in a Local Authority context in the UK to analyze the extent to which operational structures and processes are aligned to strategic orientations towards customers, proposing an interpretive scoring method for helping to diagnose this aspect. Regarding CRM adoption, the study{\textquoteright}s findings show that fragmented solutions and integration of technological resources are potential problems to be overcome. Furthermore, the managers{\textquoteright} viewpoint about government information accessibility suggests that Local Authorities might be still struggling between two paradoxical Acts: Freedom of Information and Data Protection.",

author = "Luciano Batista and Peter Kawalek",

year = "2004",

language = "English",

note = "Americas Conference on Information Systems (AMCIS 2004) ; Conference date: 01-08-2004",

}

TY - CONF

T1 - Government Readiness to CRM Adoption: A Local Authority Analysis

AU - Batista, Luciano

AU - Kawalek, Peter

PY - 2004

Y1 - 2004

N2 - Initially focusing on e-government initiatives, governments have already started to deploy Customer Relationship Management (CRM) systems in order to improve operational performance. CRM is seen as constituting a strong initiative that can promote the proximity between government and citizens, and its adoption implies wide organizational changes towards customers. Such changes involve strategic, operational, and cultural aspects. Accordingly, we have developed a study in a Local Authority context in the UK to analyze the extent to which operational structures and processes are aligned to strategic orientations towards customers, proposing an interpretive scoring method for helping to diagnose this aspect. Regarding CRM adoption, the study’s findings show that fragmented solutions and integration of technological resources are potential problems to be overcome. Furthermore, the managers’ viewpoint about government information accessibility suggests that Local Authorities might be still struggling between two paradoxical Acts: Freedom of Information and Data Protection.

AB - Initially focusing on e-government initiatives, governments have already started to deploy Customer Relationship Management (CRM) systems in order to improve operational performance. CRM is seen as constituting a strong initiative that can promote the proximity between government and citizens, and its adoption implies wide organizational changes towards customers. Such changes involve strategic, operational, and cultural aspects. Accordingly, we have developed a study in a Local Authority context in the UK to analyze the extent to which operational structures and processes are aligned to strategic orientations towards customers, proposing an interpretive scoring method for helping to diagnose this aspect. Regarding CRM adoption, the study’s findings show that fragmented solutions and integration of technological resources are potential problems to be overcome. Furthermore, the managers’ viewpoint about government information accessibility suggests that Local Authorities might be still struggling between two paradoxical Acts: Freedom of Information and Data Protection.

M3 - Paper

T2 - Americas Conference on Information Systems (AMCIS 2004)

Y2 - 1 August 2004

ER -