ABSTRACT
People are increasingly connected to the Internet, either via a computer or their smartphone. As technology has become more ubiquitous, arguments have been continually made about all the potential benefits these technologies can have for the government–citizen relationship. In administrative terms, citizen interaction with government happens through requests for public information and documents, requests for services, and complaints. For as long as there have been communities and neighborhoods, residents have had problems. This chapter discusses these complexities, as well as some of the challenges, through a case study of a municipal customer relationship management (CRM) system in the consolidated city of Jacksonville, FL: 630-CITY. New technologies have come with many promises to increase government–citizen engagement. E-government focuses on the use of technology for government to interact with governments, citizens, employees, and businesses to improve efficiency and the effectiveness of the delivery of public services.
