Volume 18, No. 6, 2021

Impact Of Social Media On Citizen Relationship Management (Czrm) For E-Governance Portals: In Purview Of Web Portals From The State Of Maharashtra


Dr. Rizwan Shaikh , Dr. M. Razaullah Khan , Dr. Manohar Karade , Dr. Rupendra Gaikwad

Abstract

Social media has emerged as a transformative force in enhancing Citizen Relationship Management (CzRM) for e-Governance portals, particularly in Maharashtra, India. This paper examines the role of social media in CzRM for Maharashtra’s e-Governance platforms, focusing on its impact on transparency, citizen engagement, service delivery, and trust. Using data collected from citizen surveys, interviews with officials, and reviews of web portals such as www.maharashtra.gov.in , all the official websites of all the department of Government of Maharashtra, MahaOnline, Aaple Sarkar, this study provides quantitative and qualitative insights into the potential and challenges of integrating social media into CzRM. This paper also discuss key futuristic aspects to improve CzRM for Maharashtra’s e-Governance portals. The integration of social media into e-Governance systems has created new avenues for Citizen Relationship Management (CzRM). The also paper explores how the integration of social media into these platforms enhances citizen engagement, transparency, trust, and the efficiency of service delivery. It also evaluates the challenges faced and provides recommendations for further improvement.


Pages: 10001-10012

Keywords: Social Media, e-Governance, Citizen Relationship Management (CzRM), Maharashtra, G2C, Transparency, Digital Engagement, Digital Divide.

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