Provide a model for improving and excellence in citizen relationship management for Iranian government organizations

Citizen Relationship Management (CiRM) focuses specifically on how government organizations relate to their constituents. Citizen Relationship Management improves government relations with its citizens by placing citizens at the heart of the organization's activities, culture, and processes. The purpose of this study is to provide a model for improving and excellence in citizen relationship management in the public sector of Iran.

The present study is a development in terms of purpose. In this study, first, with a relatively extensive study of the research background, 83 indicators of improvement and excellence in communication management with citizens were extracted and distributed among 20 experts. After holding three rounds of Delphi, 10 indicators were eliminated and 73 indicators remained. After determining the indicators, the questions of the second questionnaire were designed using the first questionnaire.

Findings were presented in two descriptive and inferential sections. First, descriptive statistics were provided on the level of education, work experience and age of the respondents by gender. In the inferential findings section, the indicators of the model of improvement and excellence of citizen relationship management for government organizations were calculated using LISREL software.

Finally, a model with intellectual, information technology, social and ethical dimensions was presented for government organizations, which has been added to similar models of ethics, which is a localized model of citizen relationship management in the public sector of Iran.