ارتباط بين عملكرد اجرايي دولت و مديريت ارتباط با شهروند

The Relationship between Government Administration Performance and Citizen Relationship Management

در اين مطالعه براي استفاده از نظرات شهروندان در بهبود عملكرد اجرايي دولت‌ها و نيز توسعه‌ي ارتباط مستقيم شهروندان و مديران ارشد دولتي رويكردي پيشنهاد شده است. هدف ما ارايه مدلي براي شنيدن صداي شهروند توسط دولت‌هاست، تا از اين طريق شهروندان بتوانند با ارايه‌ي پيشنهادها و كاستي‌ها به دولت، بر عملكرد اجرايي وي نظارت كنند. پژوهش حاضر، بر پايه مدل مفهومي طراحي‌شده، اصلاح آن، و نيز پاسخ‌هاي 451 پرسش‌نامه قابل قبول جمع‌آوري شده از مناطق 9‌گانه‌ي آمايش سرزمين ايران، انجام گرفته است. نتايج اين پژوهش، نشان مي‌دهد كه هم‌سويي استراتژي‌هاي دولت با نيازهاي شهروندان، برقراري ارتباط يكپارچه، بدون لايه و هماهنگ بين شهروند و مديران ارشد دولتي، و يكپارچه كردن پيشنهادها و انتقادهاي شهروندان منشا استفاده از نظرات شهروندان در بهبود عملكرد اجرايي دولت است. همچنين نتيجه گرفته خواهد شد كه قبل از بررسي مديريت ارتباط با شهروند بررسي عوامل موثر بر چگونگي برقراري ارتباط شهروند ـ دولت ضروري است.

In recent decades, the lasting relationship between citizens and governments has consistently been paid attention to by top managers of the government. In cooperation between a government and its citizens, the government recognizes the needs of the citizens and, consequently, can offer a better response to them. Thus, it may be better to consider a government as a part of the social body, which should meet its people’s needs and requirements. This study suggests an approach in order to use citizen ideas in improving government administration performance, and to develop a direct relationship between citizens and top managers of the government, based on existing literature. Specifically, our aim is to design a model by which a government can hear the voice of its citizens. Citizens can put forward suggestions and point out administration performance deficiencies to the government and, subsequently, governments will invite citizens to control their administration performance. Researchers designed a conceptual model and then refined it using the answers for 451 completed questionnaires collected from nine areas of the Iran territory development plan. The results show the direction of government strategies moving towards citizen needs, including establishing a seamless, integrated and coordinated relationship between citizen and government managers, by integrating citizens’ suggestions and criticisms, and using citizens’ opinions in improving government administration performance. Hence, the use of citizens’ suggestions by governments in decision making (citizen being seen), and by paying attention to citizens’ criticisms and conveying their voices to top managers (citizen being heard) seems to be the way forward to answer citizen needs in today’s modern communities. In addition, this study discovers that before promoting Citizen Relationship Management, it is essential to first investigate effective directions in establishing Citizen-Government Relationships. The results could be empirically helpful for governments to consider citizen opinion being seen and heard as a requirement and a necessity in today’s dynamic communities.