Ubiquitous Computing and Communication Journal
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Abstract
Title: E-GOVERNMENT AND CRM IN JORDAN: CURRENT STATE AND MAIN CHALLENGIES
Authors: Dr. Alaa Al-Jelani, Dr. Ruba Abdel-Razeq, Dr. Seham Al-Najjar, Dr. Omar Al-Hujran
Abstract:
Since 2001, Jordan has endorsed serious development of its e-government program. However, the e-government program still has had a limited impact on their citizens. Understanding customer needs and preferences enables government to develop good customer relationship management (CRM) applications. This study examines citizen interaction with e-government and aims to clarify the role of CRM in fostering citizen-centric approach. More advanced authorities are planning to use CRM to help governments understand their citizens better. This exploratory study used a series of semi-structured interviews, to investigate the potential benefits and challenges within the current state of Jordanian e-government while implementing CRM applications. As a result, this study found that some CRM applications are implemented by the government such as e-government portal, SMS portal etc. but was not effectively used.