How should government department structure CRM given participatice form of government CRM most commmon techonology delpoyed?

Hi,
How should Government CRM structure queues ?
How Government CRM should align its social media metrics given its not about product marketing or sales?
How should to performace on social media be monitored given crm?
If CRM is heavily dominated by human task BPM workflow how it shold set up contectualized parameter to reduce waiting time or improve ticket closure fo citizen walkins.
What should be private public model for building large scale CRM for goverment where all citizens are involved?
How should cloud enablement of CRM and other manged service centers and managed services be involved for Social CRM?