Abstract
In recent years, under the 'e-Japan' concept, each local government has been actively promoting implementation of computer-based management system in various ways. The main issues of this change are 'how e-local government can be more friendly to residents' and 'how it enables administrative services to be more efficient'. In this paper, focusing on the former, we explore the present state of e-strategy in Japan through the case study on innovative application of CRM(Citizen Relationship Management) by local governments, originally developed as IT management system, called CRM(Customer Relationship Management), intended for private business. Furthermore, we examine through the research what efforts the local governments in Iwate should make hereafter.
