Workshop: Introduction to Citizen Relationship Management (CiRM)
with Alexander Schellong, Philip Mueller, Lourdes Baltazar Gomez

   

16th of August, 2:00-5:30 pm, CEDES 11th floor, Sala 1

BY INVITATION ONLY

The workshop is co-organized by the Catedra E-Gob-Software AG, CIAPEM and MAP-EGAP. The aim of the workshop is to reflect and improve Mexican public service delivery on the municipal, state, and federal level. Chatham House** rules apply.

The workshop is structured as follows:

  1. Welcome
    Prof. Dr. Philip Mueller
  2. Introduction to the concept of Citizen Relationship Management
    Alexander Schellong
  3. Case Study "The Sanwich Bar" (by Jorrit de Jong, Centre for Government Studies, Leiden University)
    PDF: Case Study / Appendix
    Additional Readings: 311 New York City Case Study
    Philip Mueller & Alexander Schellong
  4. Small group discussions on current and future practices
    Participants
  5. Short group presentations and class discussion
    moderated by Philip Mueller &Alexander Schellong
  6. Closing remarks
    Lourdes Baltazar Gomez
The following questions serve as an overview of what will be discussed by Alexander Schellong as well as giving the participants some food for thought for class discussions. Partcipants are expected to have read the cases before the workshop. Further information will be provided on this page before and after the workshop.
  • What is customer oriented government/public administration?
  • Where are the main differences in private and public service orientation?
  • What are goals, benefits and drawbacks?
  • What is Citizen Relationship Management? How is it related to eGovernment?
  • What is the empirical practice of CiRM? What are the challenges
  • What is the impact on relationships, organization and processes?
  • Will citizens be more passive or active if government is more service oriented and satisfies them more?
  • What type of policy should your specific governmental agency adopt concerning CiRM?
  • How should CiRM be started and who should do it?

Further information:

 

**“WHEN A MEETING OR PART THEREOF, IS HELD UNDER THE CHATHAM HOUSE RULE, PARTICIPANTS ARE FREE TO USE THE INFORMATION RECEIVED, BUT NEITHER THE IDENTITY NOR THE AFFILIATION OF THE SPEAKER(S), NOR THAT OF ANY OTHER PARTICIPANT, MAY BE REVEALED.”


 

 

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