عنوان مقاله [English]
In recent decades, the lasting relationship between citizens and governments has consistently been paid attention to by top managers of the government. In cooperation between a government and its citizens, the government recognizes the needs of the citizens and, consequently, can offer a better response to them. Thus, it may be better to consider a government as a part of the social body, which should meet its peoples needs and requirements. This study suggests an approach in order to use citizen ideas in improving government administration performance, and to develop a direct relationship between citizens and top managers of the government, based on existing literature.
Specifically, our aim is to design a model by which a government can hear the voice of its citizens. Citizens can put forward suggestions and point out administration performance deficiencies to the government and, subsequently,
governments will invite citizens to control their administration performance. Researchers designed a conceptual model and then refined it using the answers for 451 completed questionnaires collected from nine areas of the Iran
territory development plan. The results show the direction of government strategies moving towards citizen needs, including establishing a seamless, integrated and coordinated relationship between citizen and government managers, by integrating citizens suggestions and criticisms, and using citizens opinions in improving government administration performance. Hence, the use of citizens suggestions by governments in decision making (citizen being seen), and by paying attention to citizens criticisms and conveying their voices to top managers (citizen being heard) seems to be the way forward to answer citizen needs in todays modern communities. In addition, this study discovers that before promoting Citizen Relationship Management, it is essential to first investigate effective directions in establishing
Citizen-Government Relationships. The results could be empirically helpful for governments to consider citizen opinion being seen and heard as a requirement and a necessity in todays dynamic communities.