Citizen Relationship Management (CiRM)

Citizen relationship management transfers the CRM concept to the public sector to optimize agency-citizen relationships. With the use of analytical and operational CRM systems, CiRM aims at a continuous maintenance and control of fiscally-responsible, effective service to citizens.  CiRM complements the electronic government which provides public services and specific information via electronic access channels such as web portals.

In contrast to electronic government, however, CiRM seeks to measure citizen satisfaction on a continuous basis with the help of analytical CRM systems so that agency interactions with citizens are continually improved and to offer members of the community appropriate public service packages for specific life situations. Sources of information for such measurements can include online surveys where the agency asks visitors to its website to take part in an online survey or to offer suggestions on topics in the public interest. To determine citizen satisfaction, CiRM is also well-suited to analyse complaints or log data from the public web server to gain information about the general acceptance and visitor usage of the agency website.

CiRM will also serve to make the data collected by public agencies more usable and comparable to other administrative entities. As a result, internal administrative procedures can be optimized and made more efficient.

CiRM is organised around the agency's data warehouse (DWH) which integrates information via citizen contacts (such as access channel, contact history, etc.), services requested, level of citizen satisfaction (analysis results from surveys, complaints, telephone calls and other contacts), as well as other administrative data from different sources. This database serves as a point of departure for OLAP multi-dimensional analysis and data mining with automatic data pattern detection to generate new information for optimizing the management of citizen contacts and administrative products.

We advise offices, municipalities, cantons and other public administrative bodies on data protection issues in planning, implementation and management of:

  • Operational CiRM systems

Operational CiRM systems include administrative back and front office applications. Typically, citizen activities are systematically recorded in these IT systems. Integrated contact management manages and documents each contact with the citizen. The information collected there is then uploaded regularly to the data warehouse of the public administration for data analysis and other applications.

  •  Collaborative CiRM systems

Collaborative CiRM systems enable citizens to contact public administration via various communication channels. These systems bundle incoming information, applications and forms. This synchronizes the different access channels onto a single platform.

  •  Analytical CiRM systems

Analytical CiRM systems analyse citizen and other administrative data. On the one hand, this is done with the help of a data warehouse, which collects public administration data for analysis. On the other hand, this also includes data mining and OLAP analysis tools.

  • Interfaces

CiRM systems typically have many interfaces, both for internal and external use, such as for private companies like insurance, pension funds, outsourcing employees. On request, we will examine these interfaces and the data exchange processes for potential data protection issues. We offer comprehensive analyses, proposed solutions and, if needed, draft the necessary regulations and directives.

Schweizer Privacy Law
Hagenholzstrasse 81a
CH-8050 Zürich
Telefon: +41 (0)76 457 70 90