Building E-Government Public Service System in China Based on the Customer Relation Management Platform

This article introduces the concept of customer relationship management (CRM) to the electronic government public service. Drawing from the structure of CRM in businesses, it is suggested that an e-government public service system needs to be constructed which includes an operation layer, a cooperation layer, an analysis layer and a feedback layer. The construction strategies of e-government public service system consist of four aspects, which are government process reengineering and system integration, individualized service guaranteed by data warehousing and Web mining technology, constructing a new style of government websites with the call center, as well as establishing an efficient evaluation system of public satisfaction.