With the rise of Internet, ¡§Electronic Mailbox¡¨ becomes the most immediate communication channel between government and citizens beyond limit of time and distance. Apparently, Electronic Mailbox appears as one of the two-way interactive e-government services; moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via such electronic approach, and can look forward to receiving prompt responses or results. On the other hand, through civic participation, government enables to gather public opinions and then, to transform them into knowledge resources to policy and strategy decision-making. Therefore, the service quality of Electronic Mailbox not only becomes the manifest index of e-government service, but also influences citizen¡¦s satisfaction with government services. According to what Zeithaml et al. (2002) proposed as ¡§e-SQ model,¡¨ we set up the "e-SQ model¡¨ of Kaohsiung City Mayer¡¦s Electronic Mailbox, and bring up six dimensions as ¡§efficiency,¡¨ ¡§reliability,¡¨ ¡§fulfillment,¡¨ ¡§privacy,¡¨ ¡§responsiveness,¡¨ and ¡§empathy¡¨ to prove the proposition that ¡§Information Gap,¡¨ ¡§Design Gap¡¨ and ¡§Fulfillment Gap¡¨ do exist during the process of e-service quality delivery, especially among the manager, designer and the citizen. Through the method of interview and e-questionnaire, we confirm these propositions. The result shows that among these expectations of services, citizens would like to emphasize on ¡§operation instructions¡¨ most, subsequently ¡§ease of use,¡¨ and then ¡§politeness of responsiveness and offering interactive service.¡¨ After experiencing the services of Electronic Mailbox, citizens satisfy with ¡§operation instructions and submitting on line¡¨ the most, but almost displease with ¡§the accuracy of commitment¡¨ and ¡§degree of solving the problem,¡¨ which means the government has to understand the needs and troubles of the citizens, and then figure out some practical way to solve their problems. At last, according to these factors, this thesis proposes certain suggestions from the viewpoints of ¡§system,¡¨ ¡§the government staff,¡¨ and ¡§the needs of citizens¡¨ in order to bridge the gap between the manager, designer, and citizen. Moreover, this thesis hopes to benefit the exercise and service quality of Electronic Mailbox and citizen¡¦s satisfaction.

No description available.

From the perspective of a system developer, this study presents an in-depth analysis of the CiRM implementation process in Malaysian local government. The study was motivated by the lack of studies examining the CiRM implementation process initiatives in the local government sector. Furthermore, the performance of the Malaysian Government in this initiative has been subjected to various criticisms, i.e., not properly servicing its public. This raises the question as to what has happened during the period of the CiRM implementation process in Malaysia. As there has been a demand for local governments to invest more in CiRM projects, the need for existing and potential system developers in the Malaysian government to have an implementation framework that could guide their effort in implementing the system has become more vital. This study combines the case study research and grounded theory approaches. Twenty in-depth face-to-face interviews were conducted with system developers from ten local governments (i.e., five interviews from four pilot-cases and fifteen interviews from six primary-cases). The analyses of these data were divided in three main phases. The first phase involved a within and cross-case analyses of the pilot cases. The second and third phases involved a within and cross-case of the primary cases. These analyses enabled a set of determinants on CiRM implementation in the Malaysia local governments to be developed. The determinants were established by fitting their characteristics to the lifecycle of the CiRM system implementation process. Some of the determinants were found to be common to the existing literature while others were found to be enhancing the existing knowledge in CiRM implementation process. These determinants were then developed to shape a theoretical framework for the CiRM implementation process in the local Malaysian governments. This framework not only describes the main determinants in the implementation process, but also the forces and activities that lie within it.

Este trabalho busca compreender como elementos das diferentes abordagens de administração pública (Administração Pública Burocrática, Nova Administração Pública e Novo Serviço Público) encontrados no Departamento Estadual de Trânsito do Rio Grande do Sul – Detran/RS interferem no relacionamento da Autarquia com o cidadão. Para atingir os objetivos propostos, a base teórica da pesquisa constitui-se, além do estudo das supracitadas teorias da administração pública, do conceito de valor público e de um panorama sobre o relacionamento com o cidadão por parte das instituições públicas. Uma análise documental foi realizada, seguida de entrevistas semiestruturadas com o corpo diretivo da instituição, com servidores que atuam no atendimento ao público e com os cidadãos. Os dados coletados foram estudados a partir da técnica de análise de conteúdo. Buscou-se identificar elementos que evidenciem o papel do Detran/RS na sociedade na visão das unidades de análise, o modelo de gestão predominante, a percepção sobre valor público e as dificuldades e perspectivas sobre o relacionamento da instituição com os cidadãos por ela atendidos. Os resultados indicaram a predominância dos modelos da Administração Pública Burocrática e da Nova Administração Pública, que coexistem com vários dos seus elementos na instituição analisada. A identificação de uma escassa visão sobre um modelo de administração participativo, como o proposto pelo Novo Serviço Público, somada a elementos burocráticos, como a necessidade de extensa documentação, e a elementos gerenciais, como a terceirização de serviços essenciais, permitem a conclusão de que contribuem para um ambiente hostil para o cidadão que, além de ter de enfrentar dificuldades para o cumprimento de serviços solicitados, mantém-se distante da esfera pública. / This thesis seeks to understand how elements of the different approaches of public administration (Bureaucratic Public Administration, New Public Management and New Public Service) found in the Department of Transit of Rio Grande do Sul - Detran/RS interferes in its relationship with the citizen. In order to reach the proposed objectives, the theoretical basis of the research constitutes, besides the study of the above-mentioned theories of the public administration, the concept of public value and a panorama on the relationship with the citizen by the public institutions. A documental analysis was carried out, followed by semi-structured interviews with the institution's governing body, with public servants whose work is respond to the citizens and with the citizens themselves. The data collected were studied using the content analysis technique. It sought to identify elements that demonstrate the role of Detran/RS in society in the view of the units of analysis, the predominant management model, the perception about public value and the difficulties and perspectives on the relationship of the institution with the citizens it serves. The results indicated the predominance of the models of the Bureaucratic Public Administration and New Public Administration, which coexist with several of its elements in the analyzed institution. The identification of a scarce vision of a participative management model, such as that proposed by the New Public Service, added to bureaucratic elements, such as the need for extensive documentation, and management elements, such as the outsourcing of essential services, allow the conclusion that they contribute to a hostile environment for the citizen who, in addition to facing difficulties in fulfilling the requested services, remains far from the public sphere.

Citizen Relationship Management is introduced from enterprise¡¦s concept and strategy of Customer Relationship Management and applied from the technology of Information and Communication Technologies by government to give an impetus to build a good and interacting management relationship between the government and citizens. ¡§Electronic Mailbox¡¨ is the fastest and the most immediate communication channel between government and citizens. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via mailbox, and can expect to receive prompt responses and results. On the other hand, through citizen¡¦s participation, government is able to compile public opinions and transform them into knowledge resources of policy and strategy decision-making. Periodical surveys of satisfaction rate will be very helpful and effective in terms of mailbox mechanism review, service quality improvement, and government image preservation. The primary objective of this research is to: (1) Realize the satisfaction rate of city mayor¡¦s mailbox response mechanism. (2) Realize citizens¡¦ suggestions and expectations toward city mayor¡¦s mailbox process procedure. (3) Build a database for city mayor¡¦s mailbox. (4) Plan on the prototype of future city mayor¡¦s mailbox. (5) Conclude from the analysis and findings of satisfaction rate, and provide a specific and practicable proposal for policy decision-making. Exceptional achievements: To complete the re-structure of city mayor¡¦s mailbox procedure before scheduled time and include surveys of satisfaction rate into the mechanism. To generate, send, and collect questionnaires for individual closed cases. Research findings: After the reforms of city mayor¡¦s mailbox, there are still many aspects, such as policy, management, implementation, and system, which require further discussion and improvement. In the short term: (1) To continuously review system function and expend service areas. (2) To integrate traditional appeals and opinions in order to resolve gaps in digital knowledge. (3) to enhance the concept and consensus of offering better services to the public. (4) To improve qualities and effects by monitoring by each level of government agencies. (5) To increase public involvement via media broadcast. (6) To regularly publish and examine the effects of process and the analysis of public satisfaction. In the medium term: (1) To integrate Computer Telephony Integration technology and set up a customer service center. (2) To combine traditional, wired, wireless technologies and expend the service areas. Future outlook: (1) To share the reform experiences of Kaohsiung City and assist all levels of government agencies to popularize mailbox mechanism¡F(2) To aggressively promote mailbox to foreign countries to internationalize this mechanism.

Este trabalho busca compreender como elementos das diferentes abordagens de administração pública (Administração Pública Burocrática, Nova Administração Pública e Novo Serviço Público) encontrados no Departamento Estadual de Trânsito do Rio Grande do Sul – Detran/RS interferem no relacionamento da Autarquia com o cidadão. Para atingir os objetivos propostos, a base teórica da pesquisa constitui-se, além do estudo das supracitadas teorias da administração pública, do conceito de valor público e de um panorama sobre o relacionamento com o cidadão por parte das instituições públicas. Uma análise documental foi realizada, seguida de entrevistas semiestruturadas com o corpo diretivo da instituição, com servidores que atuam no atendimento ao público e com os cidadãos. Os dados coletados foram estudados a partir da técnica de análise de conteúdo. Buscou-se identificar elementos que evidenciem o papel do Detran/RS na sociedade na visão das unidades de análise, o modelo de gestão predominante, a percepção sobre valor público e as dificuldades e perspectivas sobre o relacionamento da instituição com os cidadãos por ela atendidos. Os resultados indicaram a predominância dos modelos da Administração Pública Burocrática e da Nova Administração Pública, que coexistem com vários dos seus elementos na instituição analisada. A identificação de uma escassa visão sobre um modelo de administração participativo, como o proposto pelo Novo Serviço Público, somada a elementos burocráticos, como a necessidade de extensa documentação, e a elementos gerenciais, como a terceirização de serviços essenciais, permitem a conclusão de que contribuem para um ambiente hostil para o cidadão que, além de ter de enfrentar dificuldades para o cumprimento de serviços solicitados, mantém-se distante da esfera pública. / This thesis seeks to understand how elements of the different approaches of public administration (Bureaucratic Public Administration, New Public Management and New Public Service) found in the Department of Transit of Rio Grande do Sul - Detran/RS interferes in its relationship with the citizen. In order to reach the proposed objectives, the theoretical basis of the research constitutes, besides the study of the above-mentioned theories of the public administration, the concept of public value and a panorama on the relationship with the citizen by the public institutions. A documental analysis was carried out, followed by semi-structured interviews with the institution's governing body, with public servants whose work is respond to the citizens and with the citizens themselves. The data collected were studied using the content analysis technique. It sought to identify elements that demonstrate the role of Detran/RS in society in the view of the units of analysis, the predominant management model, the perception about public value and the difficulties and perspectives on the relationship of the institution with the citizens it serves. The results indicated the predominance of the models of the Bureaucratic Public Administration and New Public Administration, which coexist with several of its elements in the analyzed institution. The identification of a scarce vision of a participative management model, such as that proposed by the New Public Service, added to bureaucratic elements, such as the need for extensive documentation, and management elements, such as the outsourcing of essential services, allow the conclusion that they contribute to a hostile environment for the citizen who, in addition to facing difficulties in fulfilling the requested services, remains far from the public sphere.

Este trabalho busca compreender como elementos das diferentes abordagens de administração pública (Administração Pública Burocrática, Nova Administração Pública e Novo Serviço Público) encontrados no Departamento Estadual de Trânsito do Rio Grande do Sul – Detran/RS interferem no relacionamento da Autarquia com o cidadão. Para atingir os objetivos propostos, a base teórica da pesquisa constitui-se, além do estudo das supracitadas teorias da administração pública, do conceito de valor público e de um panorama sobre o relacionamento com o cidadão por parte das instituições públicas. Uma análise documental foi realizada, seguida de entrevistas semiestruturadas com o corpo diretivo da instituição, com servidores que atuam no atendimento ao público e com os cidadãos. Os dados coletados foram estudados a partir da técnica de análise de conteúdo. Buscou-se identificar elementos que evidenciem o papel do Detran/RS na sociedade na visão das unidades de análise, o modelo de gestão predominante, a percepção sobre valor público e as dificuldades e perspectivas sobre o relacionamento da instituição com os cidadãos por ela atendidos. Os resultados indicaram a predominância dos modelos da Administração Pública Burocrática e da Nova Administração Pública, que coexistem com vários dos seus elementos na instituição analisada. A identificação de uma escassa visão sobre um modelo de administração participativo, como o proposto pelo Novo Serviço Público, somada a elementos burocráticos, como a necessidade de extensa documentação, e a elementos gerenciais, como a terceirização de serviços essenciais, permitem a conclusão de que contribuem para um ambiente hostil para o cidadão que, além de ter de enfrentar dificuldades para o cumprimento de serviços solicitados, mantém-se distante da esfera pública. / This thesis seeks to understand how elements of the different approaches of public administration (Bureaucratic Public Administration, New Public Management and New Public Service) found in the Department of Transit of Rio Grande do Sul - Detran/RS interferes in its relationship with the citizen. In order to reach the proposed objectives, the theoretical basis of the research constitutes, besides the study of the above-mentioned theories of the public administration, the concept of public value and a panorama on the relationship with the citizen by the public institutions. A documental analysis was carried out, followed by semi-structured interviews with the institution's governing body, with public servants whose work is respond to the citizens and with the citizens themselves. The data collected were studied using the content analysis technique. It sought to identify elements that demonstrate the role of Detran/RS in society in the view of the units of analysis, the predominant management model, the perception about public value and the difficulties and perspectives on the relationship of the institution with the citizens it serves. The results indicated the predominance of the models of the Bureaucratic Public Administration and New Public Administration, which coexist with several of its elements in the analyzed institution. The identification of a scarce vision of a participative management model, such as that proposed by the New Public Service, added to bureaucratic elements, such as the need for extensive documentation, and management elements, such as the outsourcing of essential services, allow the conclusion that they contribute to a hostile environment for the citizen who, in addition to facing difficulties in fulfilling the requested services, remains far from the public sphere.

Following the 2008/9 global financial crisis and ensuing economic uncertainty, the roll out of austerity politics has seen significant welfare retrenchment and a recalibration of the state-citizen relationship which can arguably be characterised by a process of punitive Neoliberalism. Nevertheless, the impacts of austerity politics are proving to be geographically uneven: spatially, there is significant evidence that the northern and western parts of Britain, particularly towns and cities therein, are especially prone to the punitive impacts of neoliberal austerity politics, while socially, some parts of society (e.g. the young, the disabled) find themselves exposed to the worst effects of austerity. Conducted under the period of a Conservative-Liberal Democrat UK Coalition Government (2010-2015) this thesis starts by considering the degree to which punitive austerity policies are economically necessary or driven by political ideology. Alongside this it determines whether austerity politics is a (re)new(ed) approach to welfare provision and the state-citizen relationship. The empirical parts of the thesis examine the tactics and strategies utilised by those conducting (the state), implementing (welfare providers and employers), and recipients (people and employees) of welfare-to-work policies, before considering what adaptations, innovations, co-operation, resistance and coping strategies are being employed by these stakeholders in response to austerity politics. In the final part, I argue that whilst many of the neoliberalised policies devised by the Coalition Government have been a renewal and reinvention of those already in place, this is part of a broader trend which is marked by the emergence of a more punitive Neoliberalism associated with a work-first welfare regime.

No description available.

Facing increasingly complex policy issues and diminishing citizen satisfaction with government and service performance, managing the quality of citizen relationship management has become a main challenge for public managers. Solutions to complex policy problems of service performance and low level of citizen participation often must be developed by encouraging citizens to make their voices heard through the various participation mechanisms. Reflecting on this need, the municipal governments in the U.S. have developed centralized customer systems for citizen relationship management. 311 centralized customer system (named 311 in this study) has the functions of citizen-initiated contact, service-coproduction, and transaction, and many local governments launch 311 to maintain or enhance their relationship with the public. Using 311 is an easy and free technically for citizens, but ensuring some degree of citizen engagement and citizens’ 311 use has been challenging for local public managers of municipalities. Despite calls for the importance of 311 in the service and information delivery process, fair treatment and access to use of governmental information, citizen participation, government responsiveness, and citizen satisfaction, to the best of our understanding, no empirical studies explore citizens’ 311 behaviors in the micro and individual level in the field of public administration. This dissertation provides a comprehensive understanding of the 311 centralized customer system, helps local public managers know citizens’ perceived perspectives toward the operation of 311, and assists these managers to develop an effective 311 system in municipalities. The dissertation’s main purpose is to clarify the importance of 311 to citizen relationship management and provide insights into citizens’ 311 use behaviors. More specifically, this dissertation tries to answers the following questions: a. Why do citizens use 311? Do the various groups of the population access and use 311 in San Francisco equally? If not, what factors influence the citizens’ 311 citizen-initiated contact behaviors? b. Why do citizens choose the 311 digital channel to contact with local governments? c. Why do citizens use 311 frequently? This dissertation will address these questions and draws on data from the 2011 citizen survey of City of San Francisco to explore citizens’ 311 use behaviors by examining them from citizens’ perspectives. The main arguments of each question listed above are: 1. 311 citizen-initiated contact is different from traditional citizen-initiated contact, and exposure to governmental-ICT environment, gender, income, and race are the factors influencing 311 citizen-initiated contact. 2. The digital divide, including the social side of the digital divide and access-side of the digital divide, influences citizens’ 311 channel choice. 3. Citizens’ technology acceptance, citizen satisfaction, and frequent use of public services influence the frequency of citizens’ 311 use.