Browse Definitions :
Definition

citizen relationship management (CRM)

Citizen relationship management is a growing effort at all levels of government to respond quickly, succinctly and accurately to citizen requests or inquiries for answers to questions and general information about policies, practices, and procedures. This term takes CRM as its abbreviation, and is a deliberate play on the more common expansion of that abbreviation, customer relationship management . Ultimately, the goal of both CRMs is to foster closer, more effective and efficient working relationships, to better anticipate and meet customer/citizen needs and to develop a more detailed working understanding of what customers/citizens want, expect, and need from those who serve them.

USA Services, a presidential E-Government initiative, is related to citizen relationship management. Overseen by the Government Services Administration's (GSA) Office of Citizen Services and Communications, USA Services seeks to provide rapid, accurate, and consistent information about how the government works, and to answer questions from citizens in similar fashion. USA services provides a clearinghouse for misdirected phone calls and e-mails, and offers a contact center to provide IT specialists and automated responses to citizen inquires by phone and over the Internet.

Similar efforts are underway at state, county, and municipal levels, as governments seek to interact more effectively with the people they serve.

This was last updated in March 2011

Continue Reading About citizen relationship management (CRM)

SearchCompliance

  • information governance

    Information governance is a holistic approach to managing corporate information by implementing processes, roles, controls and ...

  • enterprise document management (EDM)

    Enterprise document management (EDM) is a strategy for overseeing an organization's paper and electronic documents so they can be...

  • risk assessment

    Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business.

SearchSecurity

  • unified threat management (UTM)

    Unified threat management (UTM) describes an information security (infosec) system that provides a single point of protection ...

  • attack vector

    An attack vector is a path or means by which an attacker or hacker can gain access to a computer or network server in order to ...

  • physical security

    Physical security is the protection of personnel, hardware, software, networks and data from physical actions and events that ...

SearchHealthIT

SearchDisasterRecovery

  • risk mitigation

    Risk mitigation is a strategy to prepare for and lessen the effects of threats faced by a business.

  • call tree

    A call tree is a layered hierarchical communication model that is used to notify specific individuals of an event and coordinate ...

  • Disaster Recovery as a Service (DRaaS)

    Disaster recovery as a service (DRaaS) is the replication and hosting of physical or virtual servers by a third party to provide ...

SearchStorage

  • cloud storage

    Cloud storage is a service model in which data is transmitted and stored on remote storage systems, where it is maintained, ...

  • cloud testing

    Cloud testing is the process of using the cloud computing resources of a third-party service provider to test software ...

  • storage virtualization

    Storage virtualization is the pooling of physical storage from multiple storage devices into what appears to be a single storage ...

Close