The answer to this question is: Citizen relationship management is an effort increasingly at all levels of government to respond quickly, succinctly and accurately requests from citizens or inquiries for answers to questions and general information on policies, practices and procedures. It takes as its abbreviation CRM, and is a deliberate play on the most current expansion of this abbreviation, customer relationship management. Ultimately, the goal of the two MRC is to promote closer, more effective and efficient working relationships, to better anticipate and meet customer / citizen needs and develop a more detailed understanding of what customers / citizens want, expect and require those who serve them.
Services USA, a Presidential E-Government initiative, is linked to the management of the relationship citizen. The supervision by the Government Services Administration (GSA) Office of Citizen Services and Communications Services USA aims to provide fast, accurate and consistent information on how the government works and to answer questions from citizens the same way. USA provides a centre of misdirected phone calls and e-mails, and offers a contact centre to provide specialists and respond automatically to citizens inquiries by phone and Internet.
Similar efforts are underway by the state, county and municipal governments seek to interact more effectively with the people they serve.
