The Research On E-Government Based On Customer Relation Management

In traditional e-government, service is decided by the government agencies who are far from the public. The service is determined by the traditional government, instead of the public requirements. Since the society is undergoing the process of type changing, the government's administrative mode is also changing from the traditional administrative management to the new type public administration and community services. So, the public's demand becames the core driving force for e-government. The concerning about customer satisfaction prompts the Government to put CRM into the e-government.This thesis mainly studies the public service oriented e-government. Our contribution concludes that introducing the CRM, proposing the conception of the CRM-EGOV, establishing a new CRM-EGOV theory model and system designing the three aspects and one operational mechanisms. The core functions of CRM-EGOV is personalized service. In the distribution, we provide a method which can accord with the characteristics of e-government service.The method contains user traversal patterns mining, content mining and personalized recommendation based on collaborative filtering.On the ground of theory, we apply the method into the e-government and demonstrate the necessity of the CRM-EGOV in china. In addition, we design a system composed by distributed call center, integrated platform for data exchange and personalized service system. Thus we prove the adaptability and the feasibility of the theory.