Theoretical model on citizens' perception of public e-services: New way of adopting the administration-citizen relationship

Abstract

Our theoretical contribution aims to provide a comprehensive synthesis of the application of Citizen Relationship Management (CiRM), a relationship management method inspired by the private sector. The rationale behind this theoretical methodology lies in the citizen-centric approach adopted by administrations seeking to reform their structures and improve their service delivery. By adopting digital technologies and leveraging their potential to enhance citizen interactions, these administrations aim to gain a better understanding of citizens' needs and expectations.

In today's digital age, citizens expect efficient, personalized, and user-friendly interactions with administrative bodies. The advent of digital technologies presents an opportunity for administrations to transform their approach and meet these expectations. Through the implementation of CiRM, administrations can foster stronger relationships with citizens, ultimately leading to improved satisfaction and increased trust.

By adopting a citizen-centric approach, administrations can tailor their services and policies to better serve the needs of the citizens they represent. Digital technologies play a crucial role in facilitating this process. They enable administrations to gather and analyze data on citizen preferences, behaviors, and feedback, allowing for evidence-based decision-making and targeted service improvements.

Furthermore, effective citizen relationship management can contribute to enhanced managerial efficiency. By understanding citizens' needs and expectations, administrations can streamline their processes, allocate resources more effectively, and optimize service delivery. This not only improves the overall efficiency of administrative operations but also contributes to cost savings and resource optimization.

 This article presents a conceptual model for effective citizen relationship management. The model emphasizes the importance of adopting a citizen-centric approach and leveraging digital technologies to enhance citizen interactions. By meeting citizens' expectations, administrations can foster stronger relationships, improve satisfaction, and restore trust. This, in turn, leads to a more efficient and effective administration that effectively serves the needs of its citizens.

Keywords: E-administration, CiRM, citizen-administration relationship, user satisfaction, public administration

JEL Classification: H83, H11

Paper type: Theoretical Research