Constituent-centric municipal government coalition portal

摘要

Businesses have used Customer Relationship Management (CRM) to gain strategic advantages by understanding and satisfying customer needs and creating short and long-term values. Similarly, governments face increased demands from citizens for better citizen-oriented one-stop services and more efficient and responsive government. Municipal governments started to introduce CRM to address these demands [2]. The key functionalities of CRM include (1) Citizen Segmentation into groups, such as individual taxpayers, corporate taxpayers, at-risk non-compliers; (2) Assess and monitor activities of certain segments of the population; (3) Provide tools, such as surveys, to uncover special needs and to measure service satisfaction levels; (4) Develop targeted offerings and outreach campaigns to meet specific population segment requirements, including education and notification of changes in tax laws.