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Citizen centric service / Customer relationship management in eGovernment - Archive

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Accenture

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Alabama interaction automated BY Eric Kulisch Civic.com 5 February 2001 "Alabama Gov. Don Siegelman's office has turned to an automated system to keep citizens' requests and complaints from falling through the cracks..."

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All for One View - By having its employees use the same Web interface as its customers, Vanguard saved itself time, money and the hassles that arose from a classic case of channel inequality. By Alice Dragoon. CIO Magazine, 15 July 2003. "More than 10 Years ago, Jack Brennan, with his CIO by his side, told the assembled ranks at The Vanguard Group that there was no such thing as IT and business—just business. On Brennan's watch as chairman and CEO of Vanguard, IT and business have joined forces on a massive integration project that's replacing disparate, siloed systems and databases with a single Web portal supported by an enterprise database. Enabled by disarmingly simple technology, this project is driven purely by a business need to give customers seamless service, regardless of channel..."

APLAWS Project - Accessible Local Authority Websites

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Are You Listening to Me?: Communicate With Customers, By Heidi Cohen. Clickz, August 19, 2004. "To learn what customers really want, ask them! Communicate with customers. That includes your best customers, your squeaky wheels, and the great silent majority. In the wired world, word of mouth spreads faster and carries greater clout than any marketing. Over 20 percent of consumers will contribute over 1 billion unique pieces of content to discussion forum posts, online reviews, and blog entries in 2004, according to Intelliseek..."

But Is the Customer Satisfied? by Tony Bosworth. CIO, 5 October 2004. "Do government CIOs have anything to learn from the private sector about e-government and customer relationship management? Well, yes and no. In some cases government agencies are even ahead of the game . . . Australians' love of technology and our reputation as early adopters are helping drive customer relationship management (CRM) and associated e-technologies into government with a vengeance. Helped along by an increasing number of CIOs stepping over from the private to the public sector, CRM is booming and it appears that in many cases the government sector is leading the field..."

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CANBERRA CONNECT: NEW ONE-STOP-SHOP FOR ACT GOVERNMENT INFORMATION AND TRANSACTIONS. Kate Carnell. Media Release, 23 August 2000. "The ACT Government will integrate government shopfronts, call centres and electronic services into a single agency that will provide Canberrans with a one-stop shop for doing business with their Territory government. Chief Minister Kate Carnell said the new agency, to be known as "Canberra Connect" would enable citizens to access government information and conduct transactions via a single phone call, from a single Internet site, or by visiting one shopfront...."

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Citizen's Preferences: measuring the acceptability of e-channels - latest report from Better Information Age Government (BIG), the UK's leading independent research programme into how new information technologies can transform Government. [pdf format (1.468mb)] (this document requires the use of Adobe Acrobat Reader.)

  • Multiple channels are not a panacea. Kablenet.com 15 March 2000. "Digital TV, call centres, the internet and public electronic kiosks can all help deliver Government services. But they need careful handling if they are not to cause confusion and exclusion, says a report from Kable..." Article no longer available.

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Citizens’ Trust in Digital Government: Toward Citizen Relation Management, by Seung-Yong Rho and Lung-Teng Hu, Graduate Department of Public Administration Rutgers, the State University of New Jersey, Newark - in pdf format. (This document requires the use of Adobe Acrobat Reader). "In the information age, it seems that the application of information technology is an indispensable tendency for the evolution of organizations in 21st century, regardless of public or private organizations. The application of information technology into public affairs briefly includes the electronic democracy, which is governance-oriented, and egovernment, which is service-oriented. No doubt that the application of information technology will improve the efficiency of public sector obviously and the participation of the citizen through the electronic forum...."

Comment: Customer is front end of e-gov BY Patricia O'Donnell Federal Computer Week 17 August 2000 "Imagine this: A citizen visits your Web site, interested in reserving a spot at a popular campground. She makes the reservation and pays via credit card. But before she logs off, a prompt appears on the screen: Your fishing license has expired. Would you like it renewed? Done. Another prompt pops up: Your business license is about to expire. How about taking care of that today? Done. This level of service — based on the sharing of information across agency lines — is the second major phase of e-government implementation. The first was the creation of individual agency Web sites. To reach the next stage of e-government, organizations must remove barriers to the free flow of intergovernmental data...."

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CRM: Desperately Seeking Success. CIO Magazine, August 1, 2003. "CRM INITIATIVES at many companies have failed. Yet according to a recent CIO Magazine Tech Poll, 35 percent of executives surveyed in May said their organizations will launch CRM initiatives this year. Likewise, a recent IDC forecast expects the U.S. market for CRM services to grow at a combined annual growth rate of 6.7 percent from 2002 to 2007, reaching $12.1 billion in annual revenue by 2007..."

CRM finds a seat in government, By David Essex. Washington Technology, v.19, no.14, 11 October 2004. "Customer relationship management is crossing into government as agencies facing e-government mandates have come to appreciate the benefits of streamlined, cheaper, more effective contact with constituents..."

CRM for citizens, By J.B. Miles. Government Computer News, v.21, no.29, 23 September 2002. "The right system can help agencies deliver better service and information to its users..."

CRM Software Evaluation Guide & Buyers Kit - entellium.com "... includes a comprehensive methodology and detailed CRM checklist, designed to help prioritize your business drivers and evaluate vendor capabilities...."

CRM will be key to e-gov. Computer Weekly, 29 April 2003. "Government should use CRM to get to know electors. Much has been made of the government's aims to make all public services available electronically by 2005. It has already achieved a great deal. Every department and ministry now boasts an extensive website, and key services such as the NHS have substantial sites that are widely used..."

Customer and Citizen Focused Public Service Provision, by Robert Stevenson, RDS Consultancy Services & Peter Gibson, Customer Management Consultancy. The Scottish Executive Central Research Unit, 2002.

  • Just ask the public. Kablenet, 1 August 2002. "Government bodies in Scotland have difficulty using IT systems to find out what people want from services, according to a new report..."

The customer is king, says e-Europe chief. Kablenet, 21 January 2002. "Information Society Commissioner Erkki Liikanen says that European governments need to rebuild public services around their customers..."

A Customer Relationship Management Architecture is the key to eGovernment. By Jonathan Gamlen, Software AG. eGov monitor Weekly, 12 May 2003. "As the pace of the Modernising Government agenda increases, support for electronic service delivery is becoming an increasingly essential pre-requisite of most ICT strategies. eGovernment is forcing a radical re-evaluation of the role played by websites, Intranets and customer service teams. Many local authorities are already using the Internet imaginatively to provide community information services with limited degrees of end user interaction. Others have developed or are re-designing existing customer service capabilities around call or contact centres. The advent of regional portals, wireless handheld computers and interactive digital television simply serves to increase the range of service delivery options available..." (c) KAM Ltd 2003.

Customer service survey says... By Dan Caterinicchia. Federal Computer Week, Aug. 24, 2001. "Consumers are increasingly using the Internet for contacting government agencies and companies, but many are dissatisfied and want online services to be better integrated with traditional forms of communication, according to a national survey...." Worldcom survey [pdf format] (55 kb) (This document requires the use of Adobe Acrobat Reader.)

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Cyber Dialogue

  • Valuable Consumers Demand Personalization www.eCRMguide.com May 18, 2001 "Frequent online purchasers are more likely to spend more money at Web sites that offer personalization, according to survey conducted by Cyber Dialogue and sponsored by the Personalization Consortium ...." Copies of the Cyber Dialogue 2000 and 1999 survey reports on personalisation are available (These documents require the use of Adobe Acrobat Reader).

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Declaration of Customer Independence: Web Self-Service In The Public Sector, By Bud Michael. TMC.net, November 7, 2002. "Notorious for its poor customer relations and service, government agencies nationwide have left the public with a lasting impression of slow lines, deprived resources, long waits, and disagreeable representatives. With Web-based customer service via e-mail, chat, and self-service now commonplace in industries such as financial services, healthcare, travel, and retail, consumers have grown accustomed to the benefits of automated customer service..."

Declaration of Customer Service - Web-based interactions is the future for the public sector, by Chris Hall. Destination CRM, Monday, June 16, 2003. "Serving the public is the basic principle behind the government in the United States. Unfortunately, when it comes to customer service many citizens feel government lags behind private enterprises. Slow lines, out-of-date resources, long waits, and overburdened representatives are all symptomatic of the current public sector service crisis..."

Deloitte Research - At the dawn of e-Government - the citizen as customer - A global public sector study by Deloite Consulting and Deloitte & Touche. 2000.

"Here at the beginning of the 21st century, governments at all levels find themselves armed with more tools to serve their citizens than at any other time in history. The explosive entry of technology into every facet of life has changed how people live, how they work, how companies do business - and how governments serve their constituents. The result: the emergence of e-Government. What is e-Government? Simply stated, it is the use of technology to enhance the access to and delivery of government services to benefit citizens, business partners and employees. But it is not a simple matter. All around the world, governments are eagerly looking toward a digital future, but their view is obstructed by the challenges they face in modernising such vast enterprises. Even though most of the excitement revolves around the Internet, governments must understand that e-Government impacts every aspect of their organisation, from work flows to technology to staffing. It is not just about the Internet, and it is not a simple, packaged solution. How well governments grasp the integration of all the components will largely determine how much value e-Government can bring to citizens and to governments themselves. To explore how state-level 1 governments are positioned to enter this new era, Deloitte Research launched a comprehensive global research initiative that focuses on their approaches to customer service.2 This study provides a top-management perspective from more than 250 state-level government departments 3 in Australia, Canada, New Zealand, the United Kingdom and the United States. Historically, citizens' perception of government service has been less than glowing. When they think about the prospect of contacting the government in almost any way, they picture long waits and cumbersome procedures. The experience of interacting with government is nearly always foreseen as a frustrating chore. Today, leading governments are changing both that perception and the reality by giving top priority to the customer when undertaking service enhancement initiatives. They do not change just for the sake of change; they do it to give more value-for-service to their customers. Why would governments want to give top priority to the citizen? Because it pays off. The results of our study show that the bottom line benefits of a customer-first approach are compelling. For this study, we classified governments as either "customer-centric" (those that make concerted efforts to leverage taxes to increase customer satisfaction) or "non-customer-centric" (those that do not). We found that customer-centric governments achieve much greater success in a number of critical performance areas, both within the government and in serving the public. Overall, the customer-centric governments achieve nearly 50 percent more success in providing easier customer access, increasing service volume, getting better information on operations, reducing employee complaints, reducing employee time spent on non-customer activities and improving their own image.... "

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Developments in electronic governance, The British Council, 1999. This digest is about the harnessing of new technologies and new media to the governance agenda and to ‘electronic governance'. It attempts to give just a flavour of the many and various ways citizens together with local and central governments, are experimenting with information and communications technologies (ICTs) in order to build and sustain democratic and accountable civil societies. Examples are drawn from many parts of the world with a focus on the Commonwealth and Europe (but not excluding other countries).

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E-gov: Customers first BY William Matthews. Federal Computer Week, 29 May 2000 "While designing electronic government, federal information technology managers should keep one thing foremost in mind — their "customers."..."

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E-gov makes customers happy by William Matthews Federal Computer Week 26 December 2000. " A federal customer satisfaction survey reveals that students and parents are delighted to be able to apply for education loans online. Taxpayers, ordinarily surly, report much greater satisfaction now that they can file their returns online instead of on paper. And travelers are praising a State Department service that enables them apply for passports online..."

E-government: Mission-Critical for the Citizen-Centric Public Sector. Aberdeen Executive White Paper, March, 2004 "Public sector organizations — whether local, health, emergency services, government department, or agency - have a common goal in service to its citizenry: often a forgotten fact, local government in particular was created by and for the public with the mission and the responsibility to serve its local populace. Currently reinforced with initiatives from a central or federal governing body, public sector organizations are increasingly relying on better use of automation and networked computer systems to fulfill those initiatives..."

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The Eight Building Blocks of CRM - Gartner, By Scott Nelson. CIO, 19 June 2003. "Gartner defines customer relationship management (CRM) as a business strategy that maximizes profitability, revenue and customer satisfaction by: Organizing around customer segments, Fostering behavior that satisfies customers, Implementing customer-centric processes..."

Electronic CRM offers a range of new contact technologies, By J.B. Miles. Government Computer News, v.21, no.29, 23 September 2002. "A fairly new development that could prove useful to agencies is eCRM. Electronic CRM takes the role of CRM a step further by introducing specialized applications for managing customer relationships through multiple channels—the Web, e-mail, phones and even written correspondence..."

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Electronic Government: Architectures for a Citizen-Centric Public Service, June 18, 1999. Enterprise Architecture Strategies, 2nd Quarter 1999 Trend Teleconference - presentation by the META Group Inc. Stamford ct. www.metagroup.com

Europe set for CRM boom. Kablenet, 14 November 2001. "The public sector across Europe will provide the major market for customer relationship management in the next few years, claims a leader in the technology..."

Expert offers reasons for CRM, By Dibya Sarkar. Government e-Business, June 6, 2002. "While governments are still struggling with the definition of customer relationship management, they are committed to implementing systems to help improve the delivery of services and constituent satisfaction, according to a CRM expert...."

Expert says CRM is flourishing in government, By Patricia Daukantas, Government Computer News, v.21, no.17, 1 July 2002. "Customer relationship management technology is quietly blossoming at federal, state and local agencies, according to Jill Dyché, vice president of management consulting for Baseline Consulting Group of Sherman Oaks, Calif...."

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Gaining Taxpayer Respect - Government CRM has a private-sector goal: customer satisfaction. News Story by Nancy Ferris. Computerworld, September 20, 2004. "After years of dismissing CRM as a poor fit for the public sector, many government agencies are now enthusiastically embracing the technology. In fact, some analysts say the government sector is the hottest growth market for CRM. Barton Goldenberg, president of ISM Inc., a consultancy in Bethesda, Md., says he expects government spending on CRM software will grow 30% in 2004, reaching up to $2 billion in sales..."

Glacial e-government initiatives poised to pick up steam, By Matt Hines, Assistant News Editor, SearchEBusiness, 13 May 2002. "CRM may be coming to a government agency near you soon. Indeed, it may already be there. Anyone who's been to a CRM-related conference lately can tell you that there are a lot of government employees roaming the show floors looking for enterprise software. Esteban Kolsky, senior analyst for Stamford, Conn.-based researcher Gartner, has been following the government market for several years and feels the space is ready to take off. Kolsky recently told SearchCRM that some e-government success stories -- from onlilne tax initiatives to job services -- will motivate copy-cat projects...."

How to keep the citizens satisfied, by Steve Ulfelder, CIO Magazine, November 15, 2001. "For more than 200 years, state governments have had a reputation for bad service. Now state CIOs are trying to change that using CRM...."

How well do you know your customers? by James Lewin, IDG News Service, Computerworld, 22 May 2003. "There are many demographic factors that affect website design choices. The age of your users, for example, can be a factor in content decisions, colors choices, and even details such as the size of type..."

Infoville - is a portal in Spain's Valencia region that combines a broad range of services from both the public and the private sector. As well as dealing with government departments such as housing and tax-collection agencies, the portal also provides access to utilities, local bank accounts, schools, doctors' surgeries, garages, restaurants and retailers. With more than 260 services now available through the site, it is a little like an interactive version of the yellow pages. New services can easily be added, and will benefit from its centralised arrangements for administration and billing at virtually no cost to themselves. Infoville was designed to be relevant to its users' daily lives, and to be simple enough for even the most technophobic to handle. To encourage its use, it was made accessible in a variety of ways: through not only PCs, but also kiosks in public places, as well as digital interactive television. The 100,000 citizens who are involved in the pilot were chosen as a representative sample of the population at large.

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Innovations and good practices in single-window service - Citizen -Centred Service Network, Canadian Centre for Management Development, March 1999

The Citizen-Centred Service Network (CCSN) was established by the Canadian Centre for Management Development (CCMD) in July 1997 to accelerate the modernization of service across the public sector in Canada. Facilitated by CCMD, the network is composed of over 200 officials from the federal, provincial and municipal levels of government as well as leading academics and outside experts in the field of public sector service delivery. Members of the CCSN identified a number of areas where further research was needed to help the public sector improve the delivery of government services to citizens. One of these areas was single-window service delivery. This study on innovations and good practices in single-window service is one of several research projects initiated by CCMD. The case analyses contained in the study were written by Stephen Bent and are based on interviews he conducted with practitioners between January and September 1998. The purpose of the study is to assist those who wish to learn more about single-window service at all three levels of government.

The overriding message from the study is that governments must take a citizen-centred approach to service delivery. Citizens want government services that are as accessible, convenient and seamless as possible. One way of achieving this is through single-window service delivery. The essence of the single-window approach is the bringing together of government services, or information about them, in order to reduce the amount of time and effort citizens must expend to find and obtain the services they need. While single-window service is only one of several approaches to improving service to citizens, it has become an increasingly important one.

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Lifetime Customer Value

  • How to Calculate Lifetime Customer Value, By Melaney Smith. Clickz, June 1, 2004. "In "What Should You Spend to Acquire a Customer?" I argued calculating the lifetime value (LTV) of a customer is the usual method for making such a determination and offered some quick alternatives for those who don't feel calculating LTV is a viable option..."

The lowdown on CRM. Government Computer News, v.21, no.29, 23 September 2002. "What is it? Customer relationship management combines strategy, process and technology to manage customer interactions...."

Making CRM Work in Your Environment. International Council for Information Technology in Government Administration, ICA General Issue 82, June 2004. "As government agencies consider adopting CRM, executives often wonder, "Where do I start and how do I make CRM work in my agency?" The USA Services experience can help government executives prepare for adopting CRM in their agencies...

Narrowcasting vital to e-gov BY Dan Caterinicchia Federal Computer Week 1 November 2000 "Narrowcasting is critical to the broad success of electronic government, according to a panel of experts at the MicroStrategy World 2000 conference in Washington, D.C., Tuesday. In narrowcasting, organizations deliver personalized information to individuals via such technology as the Internet, cellular phones and palmtop computers...."

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New tool helps service to citizen, By Dan Caterinicchia Federal Computer Week, 10 May 2001 "Remedy Corp., a provider of customer relationship management solutions, this week introduced Citizen Response, a CRM solution designed specifically for government agencies..."

Not by CRM Alone: Mind-Set Required for Customer Centricity, by Molly Upton. CIO.com eBusiness Trends, November 29, 2001. "As corporations tighten their operational belts and strive to maintain or improve their bottom lines, they are turning to customer relationship management (CRM)software. But software alone does not transform a corporation into a customer- centric entity. Becoming customer centric requires more than a skin-deep makeover..."

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Older Persons Portal (Australian Capital Territory) - aims to provide a source of information on the range of services, resources and facilities available to the older people living in the ACT. It will enable older people to search for current information in key areas such as health, housing, home care, finance and law, transport, education and training, safety and security, leisure and recreation and various support groups. This portal will work to complement other information sources.

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One Stop Government in Europe - Results from 11 national surveys - COST Action A 14 Government and Democracy in the Information Age Working Group "ICT in Public Administration

"... In today's economy, citizens are used to comprehensive services. Supermarkets offer many different kinds of foods, travel agencies sell package tours, and banks take care of everything from checking ac-counts to investment strategies. Turning to government, a citizen could expect to find all his needs associated with retirement being provided by a single office. So could a business wanting to build a new storage facility on its premises. Due to functional fragmentation, however, in most countries both would have to deal with many different agencies. To complicate matters, different levels of government and functional divisions are so many that in most situations citizens and businesses do not even know who is responsible for their concern, causing frustrating contacts with public administration. One-Stop-Government is a solution for these problems, as it is strongly supported by public administration experts underscoring the crucial role of „integration" for achieving citizen- or customer-oriented government ..." Pdf version (this document requires the use of Adobe Acrobat Reader).

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Over 281 million served Agencies begin to adopt a business approach to customer relationship management BY Ed McKenna Federal Computer Week 14 May 2001 "Under the banner of customer relationship management, companies are transforming the maxim "the customer is king" into a technology-driven business strategy. Last year, organizations worldwide paid $23 billion for CRM services and software, said Tom Topolinski, lead analyst for worldwide applications software at Gartner Inc.'s Dataquest unit. That figure is expected to grow to $76.3 billion in 2005, despite reports that users are having difficulties recouping their investments.The government, which has more than 281 million "customers," accounted for only about 3 percent of the CRM market. Its acceptance of CRM has been hindered by cultural, budgetary and privacy issues. But revenue trends indicate those barriers are falling with public-sector CRM revenues jumping 86 percent and 94 percent, respectively, in 1999 and 2000, Topolinski said...."

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Personalisation

  • Personalization: Coming Full Circle, Part 1 By Arthur O'Connor. Internet.com, June 4, 2001 "We've come a long way in personalization. So far, in fact, that in many ways we're right back where we started! What was once a carefully defined (as well as manually intensive and very expensive) niche strategy, personalization has recently become a grab bag of uncoordinated, incompatible, and overlapping tactics targeted at general consumers."
  • Personalization: Coming Full Circle, Part II By Arthur O'Connor, Internet.com, June 12, 2001 "In my last column, I wrote about how personalization technologies have impacted business practices, and I discussed the first of three personalization categories - simple Web-based analytics...."
  • Personalization of Web Services: Opportunities and Challenges. Aridadne, Issue 28, June 2001 "Monica Bonett gives an overview of personalization on the World Wide Web and discusses ideas for development within resource discovery systems...."

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Policity.com - a collaborative, non-partisan site dedicated to governance issues and practices. A partnership of public and private organizations, policity supports the active participation of citizens in resolving issues of public concern, shaping government policy, and ensuring that citizens' needs are central to program design and service delivery. They invite you to join their network of public practitioners, non-governmental organizations (NGOs), community and business leaders, international authorities and others committed to citizen-centred governance.

Power to the people COLUMN BY Bruce McConnell. Federal Computer Week, June 18, 2001 "Customers are in control. Are citizens next? Patricia Seybold, in her new book, "The Customer Revolution; How to Thrive When Customers Are in Control," argues that "customers are wresting control of companies away from suppliers, and dictating the new business practices for the Digital Age."..."

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Results of Research: Trends in e-Mail and Web Marketing - Conducted December 2001 by crmindustry.com and supportindustry.com, January 2002. Executive Summary - "In December 2001, crmindustry.com conducted a research study to determine the role that corporate Web sites and email marketing efforts are playing in CRM initiatives...."

Retention Marketing: What Have You Done for Me Lately? By Heidi Cohen. Clickz, June 16, 2005. "Some marketers assume once they drive customers to their site and acquire contact information, the job is done. In reality, you must create a site customers want to return to. For many online marketers, retaining existing customers is at least as important as acquiring new ones. To maximize revenue, you must engage new customers as soon as possible to start building a long-term relationship. It's cheaper to retain current customers than to gain new ones..."

Study: Companies Failing at Online Customer Service, By Sharon Gaudin. Internet.com, February 20, 2003. "U.S. companies are failing at online customer service, forcing consumers to bypass email service for the telephone, according to a new study from Jupiter Research..."

Switching Channels, by David Braue, CIO, 10 August 2004. "Citizens now have more ways to communicate with government than ever before, but that won’t stop them from walking away frustrated if your agency can’t manage its customer service channels effectively. It is more than three years since the City of Wodonga set up its first Web site, a static affair that provided information about the council’s activities to the more than 33,000 residents of this quiet town hugging the Murray River along the Victoria-NSW border..."

Taking A Bite Out of Crime in Florida - Federal, state, and local governments have discovered the benefits of CRM and are using it to interact with and serve their constituencies, by David Myron, From CRM Magazine, October 2002. "A prisoner attempting an escape at a Florida correctional facility is up against a lot more than armed guards, electric fences, and unforgiving razor wire. Beneath the cold, hard exterior of the 52 Florida correctional facilities lies a concealed network of intelligence operated by the Florida Department of Corrections that provides critical, up-to-date information on inmates and the facilities they live in...."

12 Laws of Customer Loyalty, by Jill Griffin. Marketing Profs, May 11, 2004. "1. Build staff loyalty - It’s a fact: firms with high levels of customer loyalty have also earned high levels of staff loyalty. It’s darn near impossible to build strong customer loyalty with a staff that is in constant turnover..."

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.U - The vision behind the .u site is to create a 'one point of contact' on the Internet, for information and services relevant to the young people of Western Australia. If you like, in 'Internet techo speak' - a single, virtual window interfacing the data and databases of a variety of government agencies, and non-government agencies all with the objective of providing youth with quality information and eventually online services, from a single government source. The following WA Government agencies have contributed information to this website: Aboriginal Affairs Department; ArtsWA; Department of Conservation and Land Management; Education Department of Western Australia; Family and Childrens Services; Health Department of Western Australia; Ministry of Fair Trading; Ministry of Justice; Relationships Australia; Minister for Youth; Ministry of Sport and Recreation; Office of Youth Affairs; Western Australia Police Service Community Services Command; Western Australian Department of Training; Young People and Smoking;Youth Affairs Council of Western Australia.

Understanding the Four P's of Customer Experience, By John D. Moses. CIO, June 17, 2004. "Over the past few years, the business, software, and consulting communities have placed a much greater emphasis on the functional nature of customer relationship management (CRM), and its complexity from a business reengineering perspective..."

"What Citizens Want from E-Government" E-Government - Creating Tools of the Trade. Center for Technology in Government. University at Albany, State University of New York, 2001. "Governments in the US are using a variety of methods to find out what citizens want from e-government services. Different methods generate different kinds of results, with different levels of reliability...."

Where customers rule - Profiles in customer service. Web Business 50 Awards, CIO Magazine, December 5, 2001. "There's a critical common thread that runs through the four Web businesses profiled here—a strong customer-centric focus...."

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Last updated: 2 December 2005