Improvement of the model of evaluation of the maturity based on the indicators of Critical Success Factors for the model of Social Customer Knowledge Management in E-government

one of the most important phases before implementing a strategy based on technology like the knowledge management of the E-customer is the evaluation of organization's readiness for its implementation, since the organization get a clear understanding of each maturity level and knows its future investment interests. The present paper tries to evaluate the management status of E-customer knowledge in +10 police.

this is an applied descriptive-analytic study which benefits from both qualitative and quantitative methods. In the qualitative part, Critical Success Factors were identified using Delphi method and in the quantitative part, the maturity based on the indicators of Critical Success Factors were developed using K square and Simple Additive Weighting (SAW). After that, the maturity evaluation of 110+ police was conducted. Regarding the phases of conducting the study, 17,51, and 38 experts of the field formed the statistical sample of the study. Spss and Expert Choice were used to analyze the collected data.

the present study presented the model of evaluation of the maturity based on the indicators of Critical Success factors and 83 indicators for 11 Critical Success Factors between the second to the fifth levels of maturity were distributed.

this model is applicable as a reference for a deep analysis of the organization's readiness for applying knowledge management. Findings of the study showed that 10+police is on the first and second levels of maturity.