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An Approach to Explore Effective Customer-Centric E-government

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2 Author(s)
Han-yuh Liu ; Dept. of Bus. Adm., Nat. Dong Hwa Univ., Hualien, Taiwan ; Shih-yu Fang

Global competitiveness reports all rated Taiwan's Government excellent in e-services. According to 203 effective questionnaires with a valid response rate of 20.3% from 77 award-winning governments on service excellence in Taiwan, this study found: 1 CRM readiness significantly affects the e-government business model, and strongly affects customer equity through the e-government business model. The effect of the e-government business model on customer equity is strong as well. Leadership, information process maturity, employee engagement and customer-centric policy to the CRM readiness, innovation, customer interface, CRM-related budget and ICT infrastructure to the e-government business model, value equity, brand equity and relationship equity to the customer equity are all drivers respectively to effective egovernment in Taiwan. Among the drivers, leadership, innovation and relationship equity are the most critical ones for success. By using these insights, governments will have to find better solutions and configure budget priorities to keep ahead of CRM initiatives, take advantage of new investment and service provisioning on diversified service channel and create e-government business models to manage customer equity as valuable assets.

Published in:

INC, IMS and IDC, 2009. NCM '09. Fifth International Joint Conference on

Date of Conference:

25-27 Aug. 2009