GSA's Office of Intergovernmental Solutions has published a newsletter on Citizen Relationship Management (CRM).  The newsletter includes 19 articles from federal, state, local, and international governments, as well as industry, nonprofits, and academia.  This newsletter covers citizen services and the use of CRM for electronic government (E-Gov).  CRM systems record, route, and manage interactions with citizens and organizations in a coordinated manner. They allow an organization to accurately track interaction with citizens, clearly articulate its services to citizens, predict user needs, reduce response time, improve staff efficiency, and meet customer needs and service expectations.

Please access the newsletter here: Citizen Relationship Management Newsletter

Highlights from the newsletter include:

• Using Customer Relationship Management to Serve Citizens, by Teresa Nasif, GSA
• Making CRM Work in your Environment, by Casey Coleman, GSA
• Implementing CRM at NOAA's National Weather Service, by Linda Weaver, NOAA
• The City of Tucson's Constituent Relationship Management Project, by Colleen Rosen, City of Tucson
• CRM Begins to Payoff, by Tom Davies, Current Analysis
• Giving the People What They Want, by Craig Cornelius, Accenture
• Vienna, Austria's Use of Citizen Request Management, by Riedel Rainer, Government of Austria