Συστήματα Διαχείρισης Σχέσεων Πολιτών (Citizen Relationship Management Systems - CiRMS)

Abstract

This essay refers to the Citizen Relationship Management System (CiRMS), the outcome of the adaptation of private sector’s Customer Relationship Management System (CRMS) to the requirements and needs of the public sector. Furthermore, the methodology of measuring citizens’ satisfaction from the services they receive from the public sector is presented and the case of the Support Center for Taxpayers of the General Secretariat of Public Revenue is studied as an example. In the first part of the essay CRM of the private sector is presented, with its special organizational and operational characteristics. Also, following the exposition of the proper definitions, its advantages and key differences from classical forms of business organization and management are pointed out. In the second part, the adaptation of CRM to the public sector and the consequent transformation to CiRM is discussed. At this point, the similarities but also the significant differences related to the targeting and organization of both sectors are highlighted. In the third part is presented the methodology of measuring customer satisfaction, a basic tool of evaluation, optimization and monitoring customer-oriented management systems. Finally, in the fourth part of the essay, a case study of a CiRMS is examined. Subject of the study is the Support Center for Taxpayers of the General Secretariat of Public Revenue of the Ministry of Finance. There is a brief presentation of the project and its linkage to the theoretical principles of CiRM, followed by the modeling of the process of answering citizens’ requests, using Bizagi Modeler. There is also a simulation of the process, highlighting the superiority of the citizens-oriented model and a proposal for planning a Citizens’ Satisfaction Survey for the General Secretariat of Public Revenue, using the principles of CiRM and European good practices, adjusted to the need and characteristics of the organization