An Empirical Study on Citizen Relationship Management in Japan

Many local governments have been actively promoting implementation of their services and information systems in various ways. The main issues of this approach are "how e-local governments can manage effectively" and "be more citizen-oriented". In this paper, focusing on the latter, we surveyed their administrative services and channels to improve citizen satisfaction with CiRM (citizen relationship management), which applies CRM (customer relationship management) for the private sector to government management. Then we specially introduced the contact center, one of the administrative services, which is in the spotlight in Japan and surveyed how the environment of government organization needs to change for establishment of the contact center. We examine the future of CiRM for local public sectors in Japan through this research.