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Title:      INCORPORATING CRM IN E-GOVERNMENT: CASE OF EGYPT
Author(s):      Nahed Azab , Maged Ali , George Dafoulas
ISBN:      972-8924-23-2
Editors:      Sandeep Krishnamurthy and Pedro Isaías
Year:      2006
Edition:      Single
Keywords:      Information and Communication Technology (ICT), CRM, Touch Points, E-Government, Public Sector, Egypt
Type:      Full Paper
First Page:      247
Last Page:      254
Language:      English
Cover:      cover          
Full Contents:      click to dowload Download
Paper Abstract:      The use of Customer Relationship Management (CRM) by local authorities is a relatively new concept. Governments realize more and more the value of citizen-centric approach, and of providing better quality of services to reach citizens’ satisfaction. The Government of Egypt is no exception. It has shaped its strategy into this direction, and is moving forward to provide the building blocks required to implement it. This paper investigates CRM in general explaining its different types, then focuses on its applicability on e-government, showing how CRM types could be an important tool in attaining e-government objectives. The paper then introduces the e-government initiative in Egypt, discusses its present efforts in providing a better communication with its citizens, and shows how CRM systems could help e-government in Egypt in improving the services provided to its citizens.
   

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