Knowledge management in delivering customer oriented services in public sector

Abstract

Today in response to the changes in global economy, growing customer demands and increasing IT possibilities the public sector adapts approaches that have proven to be successful in business environment. Many private companies have successfully implemented customer relationship management strategies and are starting to use knowledge management applications to improve the quality and efficiency of customer service. The paper addresses the question whether the knowledge management approach that has proven to be successful in business environment is applicable to the provision of public sector services. The answer to the question is based on research of academic and business literature, as well as experience gained from participation in Riga1 municipality e-city project.