Consumer Models in the Encounter between Supply and Demand of Electronic Administration

摘要

In the modernization process of public administration, information technologies are used as a tool to transform both its practices and its relations with its users. The new user-centric pattern comes from the market world: Customer Relationship Management becomes Citizen Relationship Management. Are the devices and tools of e-commerce convenient with the goals and practices of e-administration? Analyzing characters such as identification, deliberation, personalization and trust building reveals the limits of such a comparison and the need for a renewal of mediation functions between public and private spheres.