Interactions and Effects of CRM 2.0 in Public Administration: Issues of Interest to IT Professionals

Daniel Pérez González and Pedro Solana González
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Daniel Pérez González: University of Cantabria, Spain
Pedro Solana González: University of Cantabria, Spain

International Journal of Human Capital and Information Technology Professionals (IJHCITP), 2012, vol. 3, issue 1, 26-41

Abstract: This article analyzes how CRM are affected from technological and social changes that involves the new paradigm of knowledge sharing and collaborative Web 2.0, giving rise to what is defined as CRM 2.0, and how the public administration - institutions that despite economic and social importance have been little studied in relation to the incorporation of technologies - can take advantage of these technologies. This requires provide knowledge to public administrations about the benefits they can get and which difficulties may be encountered in these projects. In this sense, from an exploratory research through the application of a Delphi to senior managers of public administrations, the authors have identified as positive effects of implementing CRM projects with Web 2.0; improved productivity, increased citizen satisfaction, and better integration of the information and as main barriers highlight the measurement of the ROI, security and organizational issues. Questions of interest are to be considered by IT professionals who have to develop these initiatives in the future.

Date: 2012
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