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Government Readiness to CRM Adoption: A Local Authority Analysis

Initially focusing on e-government initiatives, governments have already started to deploy Customer Relationship Management (CRM) systems in order to improve operational performance. CRM is seen as constituting a strong initiative that can promote the proximity between government and citizens, and its adoption implies wide organizational changes towards customers. Such changes involve strategic, operational, and cultural aspects. Accordingly, we have developed a study in a Local Authority context in the UK to analyze the extent to which operational structures and processes are aligned to strategic orientations towards customers, proposing an interpretive scoring method for helping to diagnose this aspect. Regarding CRM adoption, the study’s findings show that fragmented solutions and integration of technological resources are potential problems to be overcome. Furthermore, the managers’ viewpoint about government information accessibility suggests that Local Authorities might be still struggling between two paradoxical Acts: Freedom of Information and Data Protection.