THE CONCEPT OF COMPLAINTS IN THE GOVERNMENT SECTOR AS PART OF THE IMPLEMENTATION OF CRM

The article deals with the concept of CRM in the government sector. CRM is a tool used by the private sector, companies are trying to access to customers not only as a source of profit, but as a business partners with whom they have good relations. In the government sector may consider citizens as customers. The first part of the article is devoted to statistics on complaints from citizens on police work and the second part is devoted to research into the perception of police officers on the issue of complaints.