IJSSH 2017 Vol.7(8): 559-563 ISSN: 2010-3646
doi: 10.18178/ijssh.2017.V8.884

Combining the Features of ICT and Citizen Relationship Management to Enhance the Governmental Administration: An I-Kenting System as a Practice

Yu-Tso Chen, Chuang-Chiao Huang, and Hsin-Yu Yu
Abstract—In recent years, citizen relationship management (CRM) has been a considerable concept beneficial to enhance the relationship of citizen and government. The CRM supported systems may contribute to improve existed governmental services. However, how to efficiently and effectively realize the CRM applications is a practical issue worthy of investigation. Fortunately, the ICT capable of intelligent computation plays a potential role of meeting the requirements of designing CRM services. This paper proposes a scheme of combining the features of ICT and CRM to enhance the governmental administration. Meanwhile, in order to evaluate the feasibility of the proposed method, a real prototype, I-Kenting, aiming at improving the CRM service for the Kenting National Park is demonstrated as a practice. The contribution of the proposed I-Kenting system is to realize a potential improvement of ICT-based CRM system. In addition, the proposed scheme addresses a considerable research direction of inviting ICT technologies to improve CRM performance.

Index Terms—Citizen relationship management, ICT, living lab.

The authors are with the Department of Information Management, National United University, Miaoli, 36003 Taiwan (e-mail: yutso.chen@nuu.edu.tw, a596466@gmail.com, smile60250@gmail.com)

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Cite: Yu-Tso Chen, Chuang-Chiao Huang, and Hsin-Yu Yu, "Combining the Features of ICT and Citizen Relationship Management to Enhance the Governmental Administration: An I-Kenting System as a Practice," International Journal of Social Science and Humanity vol. 7, no. 8, pp. 559-563, 2017.

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