LE CITIZEN RELATIONSHIP MANAGEMENT (CIRM) DANS LES ADMINISTRATIONS PUBLIQUES MAROCAINES: UNE ETUDE EXPLORATOIRE LE CITIZEN RELATIONSHIP MANAGEMENT (CIRM) DANS LESADMINISTRATIONS PUBLIQUES MAROCAINES : UNE ETUDE EXPLORATOIRERevue Marocaine de recherche en management et marketing, N°19, Janvier-Juin 2019Page 102LE CITIZEN RELATIONSHIP MANAGEMENT (CIRM) DANS LES ADMINISTRATIONS PUBLIQUES MAROCAINES: UNE ETUDE EXPLORATOIREMARYAM EL YACHIOUI; AMINA AOMARI
Revue marocaine de recherche en management et marketing,
06/2019, Volume:
1, Issue:
19
Journal Article
Peer reviewed
Open access
Les citoyens sont devenus de plus en plus exigeants envers les administrations publiques et veulent être traités comme des clients et fournir des services plus interactifs, opportuns et ...personnalisés. Ainsi, la Citizen Relationship Management (CiRM) intéresse de plus en plus les services publics. Qu'en est-il des administrations publiques au Maroc ? Y a-t-il une réelle implémentation et compréhension du CiRM ? Par conséquent, le but de cet article est de faire découvrir les principales questions liées à la gestion des relations entre les citoyens-usagers-clients et les administrations publiques au Maroc à travers une enquête exploratoire qualitative utilisant la méthode des interviews convergentes.
A mutual interaction between citizens and government has become an important requirement for every successful urban decision making process. As cities develop, such interactions play a greater role ...in citizen satisfaction. Through these interactions, governments can recognize the needs of citizens and try to address their challenges. In these interactions, the role of the people is central; in fact, it is the people who express their needs to the service-providing organizations through different communication channels. A common channel that has been established in Iran is the ‘137 center,’ a municipal, phone-based request/response system.
In this article, information from Municipal District 1 in the city of Bojnourd was gathered, analyzed to prioritize urban needs and assessed for citizen satisfaction. Forty-three citizen needs were identified and categorized based on K-means clustering, the Fuzzy Clustering Method (FCM) and the Imperialist Competitive Algorithm (ICA). The three algorithms were also evaluated. RFM (recency, frequency, monetary) analysis was performed for classification. The clustering methods were then assessed and compared using three parameters: execution time, accuracy and simplicity. The results of the FCM and ICA clustering were similar, however, the execution time for FCM was less than for ICA. Considering the similarity of the results and the flexibility of FCM, it was concluded that, if the execution time was of primary importance, then the use of FCM was more appropriate. In contrast, if accuracy was a priority, ICA was preferred. Our results also showed that if simplicity and speed were required, the K-means algorithm was the best choice. Finally, subjects such as the quality of the asphalt, garbage collection and park development were of primary importance to Bojnourd citizens, therefore the municipality should pay special attention to these subjects.
•Analyzing 137 database is very effective in prioritizing citizens' needs.•Urban needs are categorized and satisfaction analysis is done.•FCM, ICA and K-means are assessed for reaching objectives in citizen relationship management.•Meta-heuristic algorithm is used for categorizing the citizens' needs.
•We propose an e-government readiness assessment framework.•We synthesize qualitative judgments and quantitative data.•The framework is usable by the municipal, state, and federal governments.•The ...framework could be used as a ranking or benchmarking tool.
Electronic government (E-government) readiness assessment is a relatively new concept that has been given impetus by the rapid rate of Internet penetration and advances in information and communication technologies (ICT). Over the years, various e-government readiness assessment methods have been proposed by different organizations. These methods use a wide range of indicators to assess a community's e-government readiness. However, most of these methods suffer from poor data quality and fragmented measurement efforts. In this paper, we propose a hybrid fuzzy model, based on the group Analytic Network Process (ANP) and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS), to assess a community's overall e-government readiness from a Citizen Relationship Management (CiRM) perspective. For practitioners, we present the results of a pilot study to demonstrate the complexities inherent in e-government readiness assessment.
Citizen Relationship Management (CiRM) is one of the important matters in citizen-centric e-government. In fact, the most important purpose of e-government is to satisfy citizens. The ‘137 system’ is ...one of the most important ones based on the citizen-centric that is a municipality phone based request/response system. The aim of this research is a data-mining of a ‘137 system’ (citizens’ complaint system) of the first district of Bojnourd municipality in Iran, to prioritize the urban needs and to estimate citizens’ satisfaction. To reach this, the K-means and Bees Algorithms (BA) were used. Each of these two algorithms was executed using two different methods. In the first method, prioritization and estimation of satisfaction were done separately, whereas in the second method, prioritization and estimation of satisfaction were done simultaneously. To compare the clustering results in the two methods, an index was presented quantitatively. The results showed the superiority of the second method. The index of the second method for the first needs in K-means was 0.299 more than the first method and it was the same in two methods in BA. Also, the results of the BA clustering were better at it because of the S (silhouette) and CH (Calinski-Harabasz) indexes. Considering the final prioritization done by the two algorithms in two methods, the primary needs included asphalt, so specific schemes should be considered.
Abstract Although Citizen Relationship Management (CiRM) has been adopted worldwide to enhance the relationship between governments and citizens, little is known about the scientific field of CiRM. ...This article uses a literature review to analyze the scientific field of CiRM to understand its intellectual structure and set a research agenda. We analyzed 24 articles published from 2005 to 2020, revealing that CiRM is an emergent concept in scientific literature, context-dependent, and divided into three categories: the development of integrative models; the relationship between government and citizens; and the evaluation of public services. Research on CiRM is predominantly empirical, lacking the conceptual maturity that enables contributive theoretical and empirical developments. We propose a research agenda addressing the main gaps: adoption, implementation, and efficiency of CiRM strategies, as well as the integration of such strategies in different government levels. This is the first comprehensive review about CiRM, shedding light on the knowledge of CiRM, understanding its past, and the current panorama. We contribute to the development of CiRM knowledge, guiding the researchers’ efforts in the fields of relationship between governments and citizens; CiRM adoption and implementation processes; public managerial practice; and efficiency in public service provision.
Resumen Aunque el Citizen Relationship Management (CiRM) ha sido adoptado en todo el mundo para mejorar la relación entre gobiernos y ciudadanos, se sabe poco sobre el campo científico del CiRM. Este artículo reporta una revisión de la literatura con el objetivo principal de analizar el campo científico del CiRM para comprender su estructura intelectual y establecer una agenda de investigación. Analizamos 24 artículos, publicados entre 2005 y 2020, que revelan que el CiRM es un concepto emergente en la literatura científica, dependiente del contexto y dividido en tres categorías: el desarrollo de modelos integradores; la relación entre gobierno y ciudadanos; y la evaluación de los servicios públicos. La investigación sobre CiRM es predominantemente empírica y carece de una madurez conceptual que permita desarrollos teóricos y empíricos contribuyentes. Sobre esa base, proponemos una agenda de investigación que aborde las principales brechas: adopción, implementación y eficiencia de las estrategias del CiRM, además de la integración de dichas estrategias en los diferentes niveles de gobierno. Esta es la primera revisión integral sobre CiRM que arroja luz sobre sus bases de conocimiento y entiende su pasado y el panorama actual. A partir de esto, contribuimos con el desarrollo del cuerpo de conocimiento del CiRM, orientando los esfuerzos de los investigadores en los campos de relación entre gobiernos y ciudadanos; procesos de adopción e implementación de CiRM; prácticas de gestión pública; y eficiencia en la prestación de servicios públicos.
Resumo Embora o Citizen Relationship Management (CiRM) tenha sido adotado mundialmente para aprimorar o relacionamento entre governos e cidadãos, pouco se sabe sobre o campo científico do CiRM. Este artigo relata uma revisão de literatura com o objetivo principal de analisar o campo científico do CiRM a fim de compreender sua estrutura intelectual e propor uma agenda de pesquisa. Analisamos 24 artigos publicados no período de 2005 a 2020, revelando que o CiRM é um conceito emergente na literatura científica, dependente do contexto e dividido em três categorias: o desenvolvimento de modelos integrativos; a relação entre governo e cidadãos; e a avaliação dos serviços públicos. A pesquisa sobre CiRM é predominantemente empírica, carecendo de maturidade conceitual que possibilite desenvolvimentos teóricos e empíricos contributivos. Com base nisso, propomos uma agenda de pesquisas abordando as principais lacunas: adoção, implementação e eficiência das estratégias de CiRM, além da integração dessas estratégias nos diferentes níveis de governo. Esta é a primeira revisão abrangente sobre CiRM, lançando luz sobre as bases do conhecimento de CiRM, compreendendo seu passado e o panorama atual. A partir disso, contribuímos com o desenvolvimento do corpo de conhecimento do CiRM, orientando os esforços de pesquisadores nas áreas de relacionamento entre governos e cidadãos; processos de adoção e implementação de CiRM; práticas de gestão pública; e eficiência na prestação de serviços públicos.
Whether dealing with Public‐Private Partnerships (PPP), or with other forms of service provision and delivery, public managers face difficulties in responding to ever‐growing demands for more and ...better quality services. The question of how to do more, but without doing more of the same, can perhaps be answered partially through the use of some of the recently developed and innovative tools that build on Web 2.0 and by the application of Citizen Relationship Management. This article discusses a simple input‐output Public‐Private‐Citizen Collaboration (PC2) framework which reflects the collaborative interactions through which public and private stakeholders can exchange and process information with citizens. The framework highlights the need for genuine involvement of the public and suggests that by utilising new Web 2.0‐based tools citizens can participate both in the processes of creating and crafting web‐based content and in enhancing service design. If used in relation to PPPs such tools may very well be able to help governments access much needed information so as to both better visualise and actualise public value in PPP‐based service delivery.
Citizen feedback and executives Havaeji, Hossein; Albadvi, Amir
International journal of organization theory and behavior,
09/2019, Volume:
22, Issue:
3
Journal Article
Peer reviewed
Purpose
The purpose of this paper is to design a model in order that government hears citizen voices and welcomes people’s suggestions to improve its performance, it may be regarded as Management By ...People’s Suggestions.
Design/methodology/approach
After designing a conceptual model, collected data through the responses of 451 questionnaires from nine areas of Iran Territory Development Plan were analyzed using the structural equation model and an ANOVA.
Findings
The results indicate three directions are initiatives for the action of using citizens’ opinions to improve government performance. The directions are as follows: the direction of government strategies moving toward citizens’ needs; the direction of developing a seamless, integrated, coordinated, relationship between citizens and authorities; and the direction of centralizing citizens’ suggestions and criticisms.
Practical implications
This study suggests an approach using citizen feedback to improve government performance in Iran where it appears to be signs of a gap between people and government.
Originality/value
This paper reveals that, before any effort for citizen relationship management, investigations into effective directions which affect citizen–government relationship seems essential.
The revolution of information and communication technology and the widespread use of it in all aspects of daily life, whether on a personal or institutional level, leads to the increase demand of ...citizens to get advanced and integrated electronic services. This has pushed many government institutions to implement Citizen Relationship Management systems to improve their performance and provide more sophisticated, efficient and effective services to citizens. However, previous studies have revealed the high rates of failure of such systems, and institutions have suffered significant financial losses. Studies on successful implementation of these systems in the public sector are rare, leaving us a nearly unexplored field of research. This study reinforced the body of knowledge on the successful implementation of Citizen Relationship Management by attempting to bridge the gap in previous studies and propose a comprehensive, unique and innovative theoretical model combining the technological context of Technological, Organizational, and Environmental (TOE) theory, and the power distance factor of Hofstede's national cultural model as a moderator. This study aims to provide new insights into the factors that affect the successful implementation of Citizen Relationship management. The model was examined empirically through a quantitative study conducted on one of the Omani government institutions. The theoretical framework was verified using the structural equation modeling (SEM) approach using SmartPLS software. IT infrastructure and system quality found to be significant technological factors affecting the successful implementation of Citizen Relationship Management. Further, the power distance found to be significant moderator.
Regardless of the nature of the organization, public communication has become one of the key strategic elements . In this context the emergence and development of customer relationship management can ...decisively influence organizational performance by maintaining closer relationships with consumers, with different audiences. The study reveals that the specificity of the public domain claims by their essence a special focus on their core image of the institution, on the confidence of services destined for the citizen, in this context the management of his satisfaction has created a new managerial approach – the management of the relation with the citizen .
Many municipal governments adopted 311 decades ago and have advocated access equality in citizens’ use of 311. However, the role of citizens in the development and usage of 311 remains limited. ...Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported the idea that 311 is viewed as a method of digital civic engagement that many municipal governments adopt to maintain citizen relationship management and the capacity for government service delivery. However, we are still unclear about how citizens use it. This study applies the theory of channel expansion to examine how San Francisco residents use the 311 system, and how citizens’ technology experiences impact their 311 digital contact channel choices rather than the 311 hotline contact channel choice. In addition, we discuss major issues in citizens’ 311 contact choices, so that 311 municipal governments may draw lessons from the San Francisco experience.
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