Publicación: CIRM IN THE CONTEXT OF MUNICIPALITY E-GOVERNMENT: A SYSTEMATIC LITERATURE REVIEW
Fecha
2020
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Editor
RISTI -REVISTA IBERICA DE SISTEMAS E TECNOLOGIAS DE INFORMACAO
Resumen
MUNICIPALITIES OR LOCAL GOVERNMENTS ARE THE CLOSEST GOVERNMENTAL ORGANIZATION TO THE CITIZENS. CONSEQUENTLY, THEY ARE PERMANENTLY SEARCHING NEW STRATEGIES FOR PROVIDING BETTER SERVICES TO THE COMMUNITY AND FOR MORE ADEQUATELY UNDERSTANDING ITS NEEDS. ACHIEVING THE LATTER CAN BE DONE IN AN IMPROVED MANNER THROUGH CITIZEN RELATIONSHIP MANAGEMENT (CIRM). BUT, ARE THERE EXISTING EXPERIENCES ON CIRM? AND WHAT IS REQUIRED FOR ITS IMPLEMENTATION? THIS ARTICLE PRESENTS THE RESULTS OF A SYSTEMATIC LITERATURE REVIEW THAT PRETENDS TO ANSWER THESE AND OTHER QUESTIONS REGARDING CIRM. LIKEWISE, THESE RESULTS ALLOWED TO IDENTIFY DIFFERENT TECHNOLOGIES THAT ARE USED IN THE IMPLEMENTATION OF CIRM, THEIR IMPACT ON MUNICIPALITIES AND HOW CAN THEY STRENGTHEN THE MUNICIPALITY-CITIZEN LINK. ALL OF THIS WILL CONSTITUTE THE FOUNDATION FOR GENERATING A CIRM IMPLEMENTATION MODEL APPLICABLE TO MUNICIPALITIES, PARTICULARLY THOSE WITH LESS RESOURCES THAT WANT TO FOCUS THEIR MANAGEMENT ON THE CITIZENS, IN THE FUTURE.
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Municipality, Local government., e-government, CiRM
