Citizen input through smart city initiatives is critical in contemporary notions of sustainable
cities. 311 system, both an online and offline citizen-initiated tool of citizen relationship …

Consumerism and choice have become prominent ideas in the design and delivery of public
services. Often perceived as a way to improve the quality and value of public services …

While current literature has consistently examined the causal relationship between public
performance and citizen satisfaction as well as citizen participation and citizen satisfaction …

Federal governments are increasingly employing empirical measures of lower‐level
government performance to ensure that provincial and local jurisdictions pursue national …

Citizen satisfaction is a popular means of performance management. It underscores a
common conception that citizens are customers who are concerned about the quality of …

ABSTRACT Citizen Relationship Management (CRM) based on information and
communication technology offers immediate and efficient response to citizens' needs, and …

Many municipal governments adopted 311 decades ago and have advocated access
equality in citizens' use of 311. However, the role of citizens in the development and usage …

Citizen participation is an integral part of democratic governance, but because of the
predominance of New Public Management and its consumer-oriented approach, citizens …

To allocate public resources efficiently, governments need accurate information about the
performance and effectiveness of public institutions. This paper presents a new approach to …

Pricing of public goods is particularly challenging for public services that are strongly rights-
based in character. Such is the case of freedom of information requesting procedures. Costs …