Abstract
The vCRM is one of the eGovernment applications, which was awarded by the European Commission’s eGovernance Competition 2001. [1 eGovernment] It is the only workflow application within the Vienna City Administration, which handles tasks administration wide and not like the standard procedures within a department. It deals with all comments, complaints, requests, which are not routine eGovernment processes and have a specific legally defined procedure. It deals not with requests that are designated to a specific department. One main advantage of this procedure is, that the officer in charge may easily adjust the workflow according to the specific need of the case. It is one of the finalists of the Global Awards for Excellence in Workflow [2 WARIA 2002]
Keywords
- Administrative Unit
- Administrative Officer
- Request Management
- Citizen Complaint
- European Union Framework
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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References
Liikanen, Making eEurope a reality, European IT Forum 2000 Monaco
G. Jakisch, eVienna living situation based eGovernment and eDemocracy, DEXA, Munich, 2001, 397 ff
E. Theimer “Electronic Services” http://wwws14.advge.magwien.gv.at/w4base/mdi/default.asp Vienna 1997
Resel, Eschner, ELAK ZBM, VCA MD 55 internal training document, Vienna 1999
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© 2002 Springer-Verlag Berlin Heidelberg
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Wustinger, J., Jakisch, G., Wohlmannstetter, R., Riedel, R. (2002). VCRM — Vienna Citizen Request Management. In: Traunmüller, R., Lenk, K. (eds) Electronic Government. EGOV 2002. Lecture Notes in Computer Science, vol 2456. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-46138-8_30
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DOI: https://doi.org/10.1007/978-3-540-46138-8_30
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Publisher Name: Springer, Berlin, Heidelberg
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Online ISBN: 978-3-540-46138-8
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