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