Citizen Relationship Management

Overview

Governments, both local and federal, nowadays are continuously faced by the challenge to rapidly deliver quality services, satisfy citizens’ needs and increase their satisfaction level. With the global adoption of e-government strategy and its increased implementation in the Middle East in specific, more pressure has been imposed on governments to deliver more efficient services, continuously streamline their processes and improve their touch points with citizens. With an increased number of online services provided through various ministries and government agencies, the need for a single government call center that effectively manages citizens’ requests has become a pressing necessity.

Citizen Relationship Management (CiRM) is the public sector’s adaptation of the Customer Relationship Management systems that helps government agencies view a clear picture of citizens' requests — from initial contact through service fulfillment. Furthermore, CiRM helps governments automate workflows and integrate business processes and data across various departments and ministries. This automation shortens the transaction cycle by making all relevant citizen information available for processing, increases efficiency of communication and identifies problems. CiRM enables governments to enhance customer service through providing government decision makers with statistics on common problems, complaints and suggestions while at the same time giving the public quick and convenient access to their request records and their status.