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.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0609104-145719 |
| Date | 09 June 2004 |
| Creators | Chuang, Meng-Chieh |
| Contributors | none, none, none |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0609104-145719 |
| Rights | unrestricted, Copyright information available at source archive |
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