Enterprises as Customers: Customer-Centered E-Government System Based on CRM in China Local Government

The concept and role of customer relationship management (CRM) have been seen as a key element in delivering customer-centered public services when they have evolved in response to both environmental and technological changes. Electronic government (e-government) has been proved that it has the potential to shape public administrations to be more customer-oriented. The current situation and problems of the Department of Science and Technology (DoST) of Chengdu Hi-tech Zone in China, were analyzed firstly. Then the fundamental thoughts and business model of the customer-centered e-government system were presented by introducing the concept of CRM in order to make public administration more customer-centered. Finally, The framework and network platform of the customer-centered e-government system based on CRM were designed and implemented. After more than 1 year running, it is proved that this customer-centered e-government system can improve the performance and efficiency of the DoST of Chengdu Hi-tech Zone, which can improve the satisfaction of its customers in the long run: the enterprises in Chengdu Hi-tech Zone.