Exploring the system developer’s perspective in implementing the Citizen Relationship Management System (CiRMS) in Malaysian local governments

Abstract

From the perspective of a system developer, this study presents an in-depth analysis of the Citizenship Relationship Management Systems (CiRMS) implementation process in the Malaysian local governments. The study was motivated by the lack of studies examining the system developr’s perpective in implementing such a system. As there has been a growing demand for local governments to invest more in CiRMS projects, the need for the system developers to understand and properly guide their effort in implementing the system has become vital. Six in-depth face-to-face interviews with system developers from three local governments were conducted. The interviews were cross analysed to form a set of common determinants on CiRMS implementation in the local governments.