Chapter Overview

This chapter is written for the CIO, government or nongovernment, who is considering an initiative to deploy customer-centric e-government or customer relationship management (CRM) applications. It is the author's goal to provide best practices, lessons learned, and valuable information as the CIO begins to undertake such an important initiative. I believe there are five key areas CIOs must plan for, manage, and execute against in order to have a successful e-government–customer relationship management deployment. Accordingly, this chapter is divided into the following sections:

“Strategic Goals and Objectives”

“Governance”

“Technology”

“Communications and Outreach”

In order to demonstrate key concepts and understand their potential ...

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