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Translating Customer-focused Strategic Issues into operational processes through CRM - A public sector approach

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LNCS 3183 - Electronic GovernmentElectronic Government (Frontmatter Pages) Lecture Notes in Computer Science 3183 Commenced Publication in 1973 Founding and Former Series Editors: Gerhard Goos, Juris Hartmanis, and Jan van Leeuwen Editorial Board David Hutchison Lancaster University, UK Takeo Kanade Carnegie Mellon University, Pittsburgh, PA, USA Josef Kittler University of Surrey, Guildford, UK Jon M. Kleinberg Cornell University, Ithaca, NY, USA Friedemann Mattern ETH Zurich, Switzerland John C. Mitchell Stanford University, CA, USA Moni Naor Weizmann Institute of Science, Rehovot, Israel Oscar Nierstrasz University of Bern, Switzerland C. Pandu Rangan Indian Institute of Technology, Madras, India Bernhard Steffen University of Dortmund, Germany Madhu Sudan Massachusetts Institute of Technology, MA, USA Demetri Terzopoulos New York University, NY, USA Doug Tygar University of California, Berkeley, CA, USA Moshe Y. Vardi Rice University, Houston, TX, USA Gerhard Weikum Max-Planck Institute of Computer Science, Saarbruecken, Germany Roland Traunmüller (Ed.) Electronic Government Third International Conference, EGOV 2004 Zaragoza, Spain, August 30 - September 3, 2004 Proceedings 13 Volume Editor Roland Traunmüller University of Linz, Institute of Informatics in Business and Government Altenbergerstr. 69, 4040 Linz, Austria, E-mail: [email protected] Library of Congress Control Number: 2004110540 CR Subject Classification (1998): K.4, K.6.5, K.5, K.3, C.2, H.5, H.4 ISSN 0302-9743 ISBN 3-540-22916-7 Springer Berlin Heidelberg New York This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, re-use of illustrations, recitation, broadcasting, reproduction on microfilms or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyr

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