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The research dealt with the CRM determination of the City Government of Baguio in terms of information technology profile, reviewing of existing CRM technology and the CRM needs of the City Government of Baguio. A common CRM-related program was being practiced like the presence of the Public Assistance Desk in city hall.
Originalbeschreibung:
Originaltitel
Thesis Abstract 1. Title Customer Relationship Management (Crm ...
The research dealt with the CRM determination of the City Government of Baguio in terms of information technology profile, reviewing of existing CRM technology and the CRM needs of the City Government of Baguio. A common CRM-related program was being practiced like the presence of the Public Assistance Desk in city hall.
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The research dealt with the CRM determination of the City Government of Baguio in terms of information technology profile, reviewing of existing CRM technology and the CRM needs of the City Government of Baguio. A common CRM-related program was being practiced like the presence of the Public Assistance Desk in city hall.
Copyright:
Attribution Non-Commercial (BY-NC)
Verfügbare Formate
Als PDF, TXT herunterladen oder online auf Scribd lesen
1. Title: CUSTOMER RELATIONSHIP MANAGEMENT (CRM) FOR THE CITY
GOVERNMENT OF BAGUIO
Total Number of Pages: 128
Text Number of Pages: 88
2. Author: EDWIN N. MANAOIS
3. Type of Document : Thesis
4. Type of Publications : Unpublished
5. Host/Accrediting Institution:
Saint Louis University (Private)
Bonifacio Street, Baguio City CHED, Baguio
6. Keyword/s: CUSTOMER RELATIONSHIP MANAGEMENT (CRM), CRM IN
LOCAL GOVERNMENT, CRM PLAN, EGOVERNMENT
7. Abstract:
7.1 Summary: The research dealt with the CRM determination of
the City Government of Baguio in terms of information technology profile, reviewing of existing CRM technology and the CRM needs of the City Government of Baguio. Accordingly, the study dealt with the development of a plan for a Customer Relationship Management for the City Government of Baguio.
7.2 Findings: The overall information technology investment of
the City Government was geared towards development of various systems for the computerization projects of city hall. This was evident on the existence of several systems that were developed like the Real Property Tax Assessment and Geographic Information System. Customer Relationship Management (CRM) is not yet integrated in the information management systems of the City Government of Baguio although a common CRM-related program was being practiced like the presence of the Public Assistance Desk in City Hall.
7.3 Conclusions: Several conclusions were drawn this study: (a)
Based on the present information technology profile of the City Government, the IT infrastructure is deemed adequate for CRM requirement of the offices involved in revenue generation of the City Government of Baguio. (b) The local area network (LAN) is deemed adequate however a wide area network (WAN) is deemed necessary to interconnect all offices to city hall. (c) The ICT manpower is inadequate to properly maintain the Customer Relationship Management. (d) Based on the process and the workflow there are several segments of customers that the City Government of Baguio has to service that involves Government-to-Citizen, Government-to-Business, Government-to-Government and Government-to-Employee. (e) The present CRM-related programs of the City Government of Baguio are adequate to be called a real CRM system that would cater to the needs of the customers. (f) It is deemed important that the CRM components are mapped against the CRM readiness of the City Government of Baguio. (g) A CRM plan for the City Government of Baguio is deemed important to properly implement the CRM system.
7.4 Recommendations: The following recommendations were
drawn from the study. (a) The City Government of Baguio must adopt the Customer Relationship Management which is based on eGovernment strategy and within the framework of information management systems of the City Government of Baguio. (b) To implement the CRM plan, a CRM vision and strategy shall be conducted in a top-to-bottom approach. (c) The City Government shall invest significantly on additional hardware, software, network, VOIP and the CRM solution; (d) The City Government of Baguio has to increase the internet bandwidth to accommodate applications like CRM. (e) For the CRM to be effective, the wide area network (WAN) shall be in place to interconnect all the offices of the City Government of Baguio specially the remote offices (f) Cleansing of data is required for the CRM implementation to avoid the problem of garbage-in, garbage-out. (g) The CRM Solution of the City Government of Baguio shall be an integral part of a Multichannel Contact Center. (h) Additional IT staffs shall be employed to reinforce the existing staff of the MITD. (i) Training shall be provided for the IT staffs as well as the staff to be assigned in the Customer Contact Center to use the CRM. (j) Pilot and phrase approach shall be adopted to implement the CRM of the City Government of Baguio to reduce the likelihood of failure. (k) When evaluating CRM solution, the MIS committee shall adopt a multi-weighed scoring technique. (l) The ideal and flexible computing scheme for a CRM shall include the CRM components like investment Customization, Technology, Network Support, Development Tool, Security and Unique Features and must adopt with the existing ICT environment, development platforms and customization capabilities.