Though I continue to learn and try, it is neither easy nor natural for me to accept defeat gracefully! But this time, I accept my defeat with pride and humility, for the country I love, India wins. India.gov.in beats me to it and I am happy for this occurrence. Reviewed closely, there still are some points / suggestions, which may be useful... To my 1.3+ Billion brothers and sisters, Best Wishes...

1. Ci#zen’s
CRM
(CCRM)
India
Imagineering
India
Satya
Chari
2014

2. Communica)on:
Evolu)on
by
Demand
• Beyond
the
basic
ins9ncts
of
survival
and
lust,
pursuit
of
sa9sfac9on,
“LiB,
Relevance,
Engagement
and
Valida9on”
requires
“Conversa9on”,
the
means
and
glue
within
the
“Community
Life”,
a
primal
need
of
the
human
socio-­‐poli9co-­‐economic
fabric,
which
is
driving
ever
newer
heights
in
innova9on
and
prolifera9on
of
means
and
methods
in
“Singular,
Bipolar
and
Mul9-­‐polar
Communica9on
Tools
&
Technics”.
• Post
mul9-­‐modal
travel,
scribe
and
prin9ng,
the
later
day
electronic
means
of
communica9on,
augmented
by
the
Moore’s
law,
con9nues
to
witness
exponen9al
growth
in
alterna9ves
and
capacity,
reach
and
affordability,
uptake
and
usage,
with
the
only
visible
limita9ons
emana9ng
from
the
supply
side
constraints
and
ar9ficially
imposed
human
limita9ons
out
of
fear,
self-­‐
righteousness
or
self-­‐preserva9on
ins9ncts
by
the
few.
• The
present
day
means
and
channels
support
real
9me,
mul9-­‐modal
and
mul9-­‐direc9onal
exchange
of
informa9on
(conversa9on),
ever
pushing
the
inflicted
conven9on/s
and
boundaries,
in
par9cular
the
human-­‐made
ones.
• The
advancements
in
means
and
technics
has
been
effec9vely
harnessed
across
many
a
theatres
and
by
many
a
socio-­‐
economic
actors,
but
con9nues
to
be
grossly
underu9lized
between
one
of
the
most
important,
compelling
and
enduring
cons9tuency:
“The
Ci#zen
and
The
Government”.

3. Colonial
to
Independent
India:
Elite
Few
would
think
for
all!
• From
the
colonial
past,
where
the
only
communica9on
tolerated
was
repeat
of
the
permissible
kind
–
where
the
master's
words
were
the
prevailing
doctrines,
tolerance
to
self-­‐expression
was
severely
curtailed.
Individual
freedom
was
suppressed,
original
thoughts
were
unwelcome,
free
expression
was
deemed
an9-­‐social
and
‘mental
slavery’
was
the
prevailing
architecture
for
survival
and
self-­‐enrichment.
• Post
independence,
India’s
poli9cal
elite
took
over
the
role
of
ci9zen’s
mouthpiece
from
the
colonial
masters.
Self-­‐selected
few
assumed
and
acted
as
if
they
possess
all
the
requisite
ra9onal
and
wisdom,
hence
ideas
and
associated
rights.
Marginalisa9on
of
the
“Voice
of
the
Masses”
con9nued
under
various
isms,
including
secularism,
pluralism,
central
planning,
na9onal
unity
and
social
experiments,
where
the
“Ci9zen”
con9nued
to
hope
and
seek
par9cipa9on
with
growing
trepida9on.
• Few
would
think
for
all!

4. And
then
the
“Young
India”,
started
forcing
Her
hand:
“We
want
to
be
heard,
we
need
to
be
part
of
the
proceedings”!
• Everyone
wishes
to
communicate
–
say,
be
heard,
opine,
converse,
express,
collaborate,
listen,
know
and
share
–
be
involved,
and
be
engaged.
Cons9tu9onal
epitaph
of
“For
the
people
and
By
the
people”
require
to
be
demonstrated
in
prac9ce.
• Means,
methods,
prac9ces
supported
by
resolve,
con9nues
to
breakdown
ar9ficially
inflicted
boundaries
of
communica9on
of
the
past,
a
paradigm
borne
out
of
fear,
limita9ons
and
self-­‐preserva9on,
no
more
admissible,
acceptable
or
sustainable.
• Not
listening
and
ac9ng
on
the
voice
of
the
mass,
the
true
masters,
is
no
more
an
op9on
in
a
“Cohesive
Working
Society”,
which
is
increasingly
thriving
on
free-­‐spirit
and
always
on
communica9on.
• Today's
ci9zen
is
ever
more
aware
and
informed,
asks
to
be
an
ac9ve
stakeholder,
asser9ve
and
will
not
accept
one-­‐way
doctrines.
“Let
me
tell
you”
is
definitely
out
and
“Let
us
converse”
is
the
new
norm.
• From
“I
say”
to
“I
hear”;
From
“I
will”
to
“I
Inform”;
From
“Trust
me”
to
“What
do
You
Think?”….

5. India
Today:
Someone
heard!
And
the
ones
who
did
not
were
relegated
to
the
backbench…
• The
incoming
NDA
government
in
India,
recognised
this
“Ask”,
the
demand
for
inclusion,
par9cipa9on
and
conversa9on,
the
clarion
call
from
the
“Ci9zen”.
• Responding
beger
amongst
the
rest,
the
incumbent
NDA
secured
the
acceptance
on
the
promise
of
“Open,
Intense
and
Con9nuous
Dialogue”
with
the
Ci9zen,
amongst
other
commitments,
including
“Service
via
Ac9on”,
“Transparency”,
“Integrity”,
“Na9on
Building
on
Urgency”
and
“Inclusive
Equality”
.
• The
NDA
has
commiged
to
“E-­‐Governance
for
Efficiency
and
Reach”,
“Systemic
Reform”,
“Less
Government
and
More
Governance”,
“Integrity
and
Transparency”
in
all
it’s
dealings
and
“Service
to
the
Ci9zen
on
the
basis
of
Trusteeship
and
Sense
of
Purpose”.
• In
effect,
a
sea
change
from
“En9tlement”
to
“Endowment”.

6. What
Conversa)on?

7. Solu)on:
‘Ci)zens’
CRM’
• For
the
Ci9zen:
• Beyond
a
forum
to
express
individual
desire
or
lodge
a
grievance
• To
harness
ideas,
sugges9ons,
opinions,
thoughts,
expecta9ons,
recommenda9ons,
feed-­‐back,
trends
and
conversa9ons…
• Input
to
assist
visioning,
strategy,
planning,
priori9sa9on,
alloca9on
of
resources,
execu9on
and
performance
monitoring
efficiently,
effec9vely
and
economically
• Feedback
on
the
facts,
observa9on,
reali9es,
metrics
• Assist
the
Government
in
monitoring,
planning
and
course-­‐correc9on
• For
the
Government:
• A
plalorm
to
listen
to
the
“Ci9zen”
at
every
level
of
governance,
on
every
aspect
of
ci9zen’s
life,
with
minimal
data-­‐loss
minimising
the
intermediaries
• To
communicate
the
vision,
plan
and
ac9vi9es
at
every
prac9cal
and
requisite
level
of
governance
• Seek
feedback
on
plans,
ac9on,
progress
and
calibrate
/
re-­‐align
for
maximum
reach,
maximum
value
and
to
minimize
waste

8. Ci)zen’s
CRM
:
Possibili)es
Technology
underpinned
framework
/
plalorm,
will
leverage
all
available
and
open
technologies,
will
be
based
on
open-­‐architecture
and
be
able
to
access
new
innova9ons
and
means,
facilitate
itera9ve,
con9nuous,
always-­‐
on
and
ubiquitous
dialogue
/
conversa9on
between
All
the
Ci)zens
and
Government
at
every
level,
will
be
mul9-­‐lingual,
handle
both
structured
and
unstructured
data,
voice,
image
and
video
A
plalorm
which
can
be
used
by
all
Government
Departments
to
publish
detailed
data
on
Strategy,
Plans,
Alloca9on
and
Progress.
All
considera9ons,
qualifica9on,
selec9on
process
and
stakeholder
/
supplier
details.
Ci9zens
can
track
the
areas
of
interest
at
aggregate
level
or
a
specific
ini9a9ve
/
ac9on,
validate
and
provide
feedback
and
/
or
seek
further
detail.
Ci9zens’
comments
are
tracked
and
escalated
at
appropriate
9me
to
appropriate
authority
Ci9zen
can
provide
ideas,
sugges9ons,
opinions
–
empowered
ci9zen
enriching
the
service
level
by
ac9ve
engagement
In
addi9on
Ci9zens
can
also
voice
their
needs
through
this
plalorm
which
can
be
analysed
by
appropriate
Government
Department
at
singular
and
aggregate
level,
ac9oned
as
appropriate
at
micro
/
macro
level
based
on
priori9es
defined
by
the
Strategy
and
Resource
Availability

9. Ci)zens’
CRM:
What
is
it
and
What
it
is
not…
• Ci9zen
CRM
is
not
a
replacement
to
the
prevailing
nuggets
of
good
tools,
methods
and
prac9ces
currently
in
place,
but
a
supplementary
framework
to
bind
good-­‐things
together
and
fill
in
the
missing
links
• Invi9ng,
easy
to
use
and
always
on
communica9on,
convergence,
conversa9on,
par9cipa9on
framework
to
seek
par9cipa9on,
ideas,
sugges9ons,
opinions,
observa9ons,
feed-­‐back
and
garner
support
and
engagement…
• An
architecture
to
reduce
noise
and
intermediaries,
increase
the
relevance
and
role
of
data
driven
interac9on,
decision-­‐support
and
opera9onal
efficiencies
• To
demonstrate
the
value
of
and
commitment
to
the
stakeholder
in
prac9ce,
drive
collec9ve
par9cipa9on,
energy
and
societal-­‐
camaraderie

10. Ci)zens’
CRM:
Conceptual
Framework

11. Ci)zens’
CRM:
Value
Proposi)on
Ci9zenry
§ Know
your
leaders
and
government
§ Know
about
their
thoughts,
vision
and
Strategies
§ Why
and
How?
§ What
are
they
doing?
§ Where
and
how
are
your
resources
and
energies
focused?
§ What
are
the
reali9es
the
Government
is
opera9ng
under?
§ What
are
the
inherited
metrics?
§ What
is
the
progress?
§ Hear
from
the
source,
know
from
the
source,
know
your
customer,
frame
the
governance
strategies
around
the
known
§ Communicate,
validate,
deliver,
monitor,
report
on,
calibrate
and
recalibrate,
course-­‐correct
-­‐
extend
the
value
proposi9on
with
the
confidence
of
"KNOW"
§ Sure-­‐footed
rela9onship
between
the
governance
and
ci9zen,
reduce
trial
and
errors
Government
of
India

12. Satya
Chari
Imagineering
India
Email:
schari13@gmail.com
Cell:
+61
413
078
871
(Aus)
+91
968696
5656
(Ind)
5,
Chipping
Hill
Court
Wheelers
Hill
Melbourne,
Victoria
–
3150
Australia