International Journal of Science, Engineering and TechnologyAuthors: Igor Denisovich Malinov, Yelena Anatolyevna Morozova, Roman Viktorovich Sidorin, Svetlana Alekseyevna Krylova
Abstract: – In the era of digital transformation, governance systems must become more adaptive, transparent, and citizen-centric. Smart governance frameworks integrate advanced technologies to foster participatory decision-making, efficient service delivery, and proactive policy responses. At the heart of this evolution lies the integration of AI-enabled Customer Relationship Management (CRM) systems, which are repurposed to manage citizen relationships, institutional workflows, and real-time feedback loops. This paper explores how AI-powered CRM platforms are reshaping governance architectures by enabling predictive analytics, automating citizen services, and enhancing transparency across public sectors. The study presents a comprehensive framework for deploying AI-driven CRM systems in governance contexts and evaluates their impact on service delivery, administrative efficiency, and public trust.
DOI: https://doi.org/10.5281/zenodo.16313295
