基于CRM理论的电子政务公共信息服务研究

Research on E-government Public Information Service Based on CRM

近年来,电子政务环境下的"以公众为中心"公共信息服务已成为政府公共服务关注的焦点。而"以客户为中心"正是CRM理论的核心所在。本文将CRM理论应用到电子政务公共信息服务的研究中,为政府提高自身的服务效率与服务质量,改善自身与公众、企业之间的关系,提供了可操作的信息服务解决方案。

Currently, under the electronic environment the ＂public-centered＂ information service has become the focus of concern in the government public service. And the idea of ＂customer-centered＂ is exactly what the core of the CRM theory. This paper demonstrated how to apply the CRM theory to the study of public information service, provided an operable solution of information service to improve the efficiency and quality of service, at the same time tO improve the relationship between the government itself and the public including enterprises.