Zastosowanie koncepcji CRM w samorządzie terytorialnym a koprodukcja usług publicznych
CRM concept implementation in the local government and co-production of public services

Summary/Abstract: The new management concepts in the public sphere are connected with adopting a relational approach to citizens. Interactive governance can be implemented with the help of e-government tools. The paper presents how CRM systems’ implementation influences the co-production of public services. The analysis is based on the current literature and examples of cities in Germany, the UK and the USA. The implementation of ICT tools to manage relations with citizens does not guarantee more sophisticated forms of co-production of services or participation in the decision-making. A wider citizen co-production could probably be achieved through a changed approach of the local government to the coordination of local society activity.

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