Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Abstract

Many municipal governments adopted 311 decades ago and have advocated access equality in citizens' use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported the idea that 311 is viewed as a method of digital civic engagement that many municipal governments adopt to maintain citizen relationship management and the capacity for government service delivery. However, we are still unclear about how citizens use it. This study applies the theory of channel expansion to examine how San Francisco residents use the 311 system, and how citizens' technology experiences impact their 311 digital contact channel choices rather than the 311 hotline contact channel choice. In addition, we discuss major issues in citizens' 311 contact choices, so that 311 municipal governments may draw lessons from the San Francisco experience.

The Moderation Influence of Power Distance on the Relationship Between Technological Factors and the Successful Implementation of Citizen Relationship Management in the Public Sector

“…Moreover, the vast majority of respondents by 90.8% had work experience for more than five years, and most of them are Bachelor and Master degree holders by 48.7% and 29.5% respectively. The similar demographic distribution is also observed in the past [1], [154], [155].…”

“…The rapid development of the Internet and various information and communication technologies (ICTs) have contributed to creating more efficient and effective communication channels between citizens and institutions than traditional methods [1]. In turn, it also contributed to raising the institutional performance, efficiency, productivity and decision-making process in various business sectors [2]- [5].Government organizations have faced popular criticism in terms of the inability to make immediate decisions, slow business completion, and bureaucracy.…”

VISÃO SISTÊMICA NA GESTÃO DO RELACIONAMENTO COM O CIDADÃO (CiRM)

“…Nos artigos analisados, apenas um deles (Wu, 2017) Portanto, a complexidade, especialmente do ponto de vista sistêmico, do CiRM é muito maior do que a do CRM, tendo em vista as diferentes formas e modalidades de relacionamento do governo com o cidadão (Demo & Pessôa, 2015).…”

Channel choice in China

“…Research shows that complex problems can be best handled through consultative modes, and ambiguous problems are best handled through a conversational mode (Ebbers et al, 2008). The channel expansion theory is the idea that the very presence of technological innovations in channels increases peer pressure from family, friends and coworkers on users to try the new channels (Wu, 2017).…”