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移动电子政务在我国的应用发展有着广阔的前景和巨大的需求,然而经过一段时间的应用,逐渐显现出一些问题,严重影响到政府形象和行政效率。将客户关系管理引入移动电子政务,是其发展的一个新趋势。本文从理论上分析了将起源于企业的客户关系管理引入政府管理——移动电子政务的适应性和可行性,从而为有效地解决传统移动电子政务重形式轻内容、重技术轻理念、服务水平低,管理不规范、公众参与度总体较低等问题提供了思路。
The application of mobile e-government in China has broad prospects and huge needs. However, after a period of application, it gradually shows some problems that seriously affect the image of the government and administrative efficiency. Introducing customer relationship management into mobile e-government is a new trend in its development. This paper theoretically analyzes the adaptability and feasibility of introducing customer relationship management originated in an enterprise into government management—mobile e-government, in order to effectively solve traditional mobile e-government matters that focus on formal and lightweight content, emphasis on technical light, and service level. Low, irregular management, and low overall public participation provide ideas.