Abstract
E-governments are becoming a common phenomenon in the society today as public agencies rapidly embrace new technologies to streamline and reinvent their aging bureaucratic functions. However, due to the sheer diversity of stakeholders involved in governmental operations, practitioners are finding it difficult to manage the dynamism in customer relations that coexists with the migration of public services onto the virtual environment. In an attempt to shed some light for e-government development, this paper studies one such initiative in Singapore from a customer relational perspective. Through the study of how one public organization adapts to the dynamic customer relations brought about by e-government, the case is able to discern the governing factors for successful government-stakeholder relations in an e-government community. An important contribution of this study is the proposal of a development model of relationships in the public sector, which will then be able to suggest how relationships can be effectively managed so as to achieve an e-government future.
Recommended Citation
Tan, Chee Wee; Pan, Shan Ling; and Huang, Jimmy C., "Electronic Government Practice in Action: An Evolution of Customer Relationship Management" (2002). PACIS 2002 Proceedings. 37.
https://aisel.aisnet.org/pacis2002/37