ICTs and democratic governance: The Latin American experience

Many governments struggle with the implementation process of an effective Citizen Relationship Management. They are unable to respond quickly and accurately to citizen requests. However, some governments (e.g. Miami, Iran, Dubai and Boston), were successful in introducing effective Citizen Relationship Management systems. They have created a variety of tools to process citizen information effectively and efficiently. Governments, which are struggling to implement such a system, can use these case studies as benchmarks to improve their understanding of a Citizen Relationship Management. As a consequence from the insights won from these case studies, a theoretical model was developed to achieve a better grasp of the Citizen Relationship Management implementation process concept and the possibility for governments to improve and apply an effective Citizen Relationship Management. The framework addresses the determinants that influence the implementation process.