Citizen Relationship Management

Citizen Relationship Management - at least the contact center aspect of it, has made its way to Europe. The other day I have been in touch with somebody from Sweden which is looking into the matter. Dutch ministries also showed some interest. Apparently, the same is true for Germany. Shortly before christmas Angela Merkel, the German chancelor, announced the “Behoerdennotruf” (could be translated public agency emergency number) while participating in the “1st National IT Summit” between government and IT industry representatives. The N-11 type contact center would be available through the unified number 115 and available 24/7/365, probably realized by 2009/10. It is supposed to be modelled after New York’s 311 solution. The results of a first survey among citizens showed mixed to negative opinions towards the initative. I think the term coined for the initiative is misleading for many people after reviewing some of the discussions on blogs and boards.

A feasibility study is planned to start in March 2007 by the ISPRAT institute, a collaboration between industry and academia (Hertie School of Governance, Frauenhofer, WHU). The institute was founded by Harald Lemke, CIO of the Germany’s federal state Hesse. Industry members include Cisco Systems, CSC, Deutsche Telekom AG, Fujitsu-Siemens-Computer, HP, IBM, McKinsey & Company, Microsoft and SAP. You can find the research proposal here (Unfortunately in German only).

This entry was posted on Dienstag, Dezember 26th, 2006 at 14:13 and is filed under Citizen, Call Center, 311 USA, 115 Bürgertelefon, Inovations in Government, Citizen Relationship Management, CiRM. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.