Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model
| Main Authors: | Wulansari, Anita; Institut Teknologi Sepuluh Nopember, Surabaya, 60111, Indonesia, Subriadi, Apol Pribadi; Institut Teknologi Sepuluh Nopember, Surabaya, 60111, Indonesia |
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| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Lembaga Penelitian dan Pengabdian kepada Masyarakat
, 2017
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| Subjects: | |
| Online Access: |
http://iptek.its.ac.id/index.php/joe/article/view/2268 http://iptek.its.ac.id/index.php/joe/article/view/2268/1834 |
Daftar Isi:
- CiRM (Citizen Relationship Management) has an important role in the government because it puts citizen in the best interests. So far the implementation of e-government only focused on the technology assimilation process. Since existing e-government maturity assessment models only measure the ability of e-government technology, they lack in consideration towards citizen needs. Therefore an e-government maturity assessment model is developed by incorporating elements of CiRM. The model was developed through a grounded theory qualitative study approach. The object of this research is e-government application owned by the city of Surabaya. This research developed CiRM oriented e-government maturity model consisted of organization, interaction, service and citizen insight dimensions. This model then was used to assess the maturity of CiRM oriented e-government implementation of Surabaya Single Window (SSW) online service