EXPLORING THE DETERMINANTS OF CIRM SYSTEMS IMPLEMENTATION IN LOCAL GOVERNMENTS IN LABUAN, MALAYSIA: PERSPECTIVE OF SYSTEM DEVELOPERS

Abstract

Citizen Relationship Management (CiRM) systems have been an essential information systems (IS) strategy in building a relationship between the government and the public. This is particularly in developing nations, where successful implementation of CiRM systems offer vast benefits, such as improving quality service delivery, sharing information effectively, easing operation procedure, and providing long-term cost-effectiveness. In order to determine the vital factors for the development in East Malaysia, evaluation of several organisational determinants that may affect the implementation of CiRM system was carried out from the stance of the system developers. In precise, this paper presents the pilot study conducted in Labuan Corporation. In-depth interviews with two system developers in the organisation provides the insights to identify the determinants to success the CiRM systems in local government Sabah before the actual case studies analysis conducted with the Sabah local government.