Addressing the position in a customer-focused Internet business model: The diversity between central agencies and local agencies in Taiwan's e-government

Customer relationship management (CRM) holds great promise for sustainable organizations, but the majority of organizations investing in CRM consider it is a disappointment. Internet business model (IBM) provides an effective connection and interaction with customers to explain how organizations create value and profits on the Internet. Both CRM and IBM have changed the way that governments work and interact with their stakeholders. This study addresses the position in a customer-focused IBM to identify the gaps between central agencies and local agencies in Taiwan's e-government. The results indicate central agencies perform better effects than local agencies. Local agencies need to strengthen the maturity of roadmapping readiness, change readiness and human resource readiness.