Shafiq Darwish AlAbri, Suzilawati Kamarudin, Adriana Mohd Rizal, Maizaitulaidawati Md Husin & Adil Mohamed Al Kindy, Malaysia
The motivation behind this study is the growing trend in the government of Oman to invest in the Citizen Relationship Management (CzRM) systems. However, with the high rates of failure in the implementation of these systems at the global level, it is necessary to identify the critical success factors (CSFs) that contribute to the success of the implementation process. Moreover, CzRM is one of the new research topics in Oman. Very little effort was made to explore the CSFs for the implementation of CzRM systems. To bridge this gap, the Higher Education Admission Center (HEAC) of the Omani Ministry of Higher Education (MoHE) was selected as a case study. Based on qualitative approach, five managers and specialist contributed to reply to the semi-structured interviews. This study revealed the existence of seven CSFs to implement CzRM projects successfully in the governmental sector. These are respectively: Leadership, IT infrastructure, Change Management, Strategy Build up, Project Management, Training, and Organizational Culture. In addition, it revealed the importance of the integration between these factors and the importance of their combined operation due to the interrelation between them. The outcome of this study added knowledge in this area of research generally and specifically presented the level of CzRM systems in Oman. This study recommends the need for future research on other similar systems that have been successfully implemented in different countries due to the different environments in which these systems operate. It also stresses the importance of studying the interrelations between the CSFs in order to examine their combined impact on the success of CzRM.