Where an agency is required to manage customer interaction and behaviour over the long term or for a 'Whole of Government Portal', customer relationship management systems adds value by giving citizens or business a comprehensive view of interactions with Government. Access control is required where there are secure functions or access restrictions to be applied to individual users or groups.
Users decide what functions they require or wish to see.
The portal includes facilities to enable these choices to be applied to the customer's personal interaction space. Relationship management or marketing. This function is generally aimed at creating a rich and fully two way relationship with the customers concerned.