Governments are actively seeking to promote citizen-centric government as well as more effective relationships with business. Increasingly, they are looking to the principles of Customer Relationship Management (CRM), as developed and applied by private enterprise, to achieve their goals.
Accenture has conducted a study entitled, "Customer Relationship Management (CRM) in Government: Bridging the Gaps," finding that government agencies are not taking sufficient advantage of CRM to achieve stated goals of better customer service.
Councils will be offered a "roadmap" for implementing CRM (customer relationship management) systems intended to help the UK public sector to "redefine what e-government is all about", the Office of the Deputy Prime Minister announced on 17 June 2003.