A foundation assessment of the influence of IT management practices on customer relationship management (CRM) in a large Australian federal government agency

Abstract

There is currently a thrust in Australia to move to whole of e-government. At the centre of this initiative is the need to ensure high quality customer relationship management (CRM). There is a paucity of research into CRM in the public sector and this research breaks new ground by exploring the level of customer relationship management (CRM) implementation in a large Australian Federal Government agency. Using a quantitative survey approach, data were collected through the distribution of an electronic questionnaire to IT heads of 23 departments in one large Australian Federal Government agency. The main finding of the research is that although a few of the departments have implemented CRM at the highest level, the majority of the departments are still in the lower levels of CRM implementation. Differences in IT management practices and their impact on CRM status are also measured and their impact on CRM implementation is discussed. Finally, recommendations for moving to more advanced stages of CRM implementations are made.