| چکیده انگلیسی مقاله |
good governance as defined by the institution includes mechanisms, processes and institutions through which citizens, civil society groups and organizations follow their own interests and enforce their legal rights and satisfy their obligations and moderate their differences. Strengthen individuals, stakeholders, citizens, civil society and the private sector to assume new roles and responsibilities, creating synergies between formal governance and informal autonomy, capacity-building, including the improvement of human resources, strengthen policy and financial management, and creating and promoting participation in field of development, and the economic work at global, regional, national and local. On citizen relationship management, the main object is understanding of citizens' needs and expectations and attempting efforts to improve services and increase their level of satisfaction. E-government tools will help organizations to instead of the traditional and hierarchical relationship, make a dynamic communication, satisfying and effective engagement with citizens, not only as receivers but also as elements of the organization's services decision making. Institutions will do it through using new communication technology by means of telephone, internet, SMS, computer, fax, letters, and calling, and also manage in the way while getting citizen's satisfaction, services become easier, faster and less expensive. |