The Design For E-Government CRM Framework And Research On Personalized Service System

As 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 became the core driving force for e-government.The concerning about customer satisfaction prompted the Government put CRM into the e-government.This thesis mainly studied the public service oriented e-government.Our contribution conclude that introducing the CRM,proposing the conception of the e-government CRM,establishing a new CRM theory model and system designed the three aspects and two operational mechanisms.On the ground of theory,we apply the method into the e-government and demonstrate the necessity of the e-government CRM 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.Finally,as the core functions of e-government CRM,personalized service system is designed in this paper.After analyzing the user's personalized demands for e-government CRM system,this dissertation put forward a personalized information service framework based on web Usage mining,including data preparation model,data mining model and real time recommendation module,and designing its main functions. Then,researching on two key algorithms:frequent access paths mining,BIRCH algorithm.In the system,we provide different service for different users,the quality of service has be promoted.Everyone could visit the site in his self way.