「Hotline 1999」of Taipei City Government--A Case of Customer-based Holistic Governance

• Main Authors: Jia-Dih Hwang, 黃家玓
• Other Authors: Ching-Peng Peng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/50938625783380200625

碩士 === 國立臺灣大學 === 政治學研究所 === 98 === 　　This study, based on customer orientation and holistic governance theories, argues that citizen hotline of Taipei City Government has worked and transformed successfully. This study carries out systematic interviews with significant stakeholders and explores the public-private partnership that based on contracting out arrangement. American experiences especially that of New York City are carefully compared. The research findings include the following: (1) Holistic goverance strategies can be used to evaluate the contents of public service; (2)Service hotline should establish interchange mechanism among front-end and back-end workers; (3) It is imperative to strengthen the core value of public service among private workers as well as public servants; (4) Performance evaluation of the hotline service should be emphasized; (5)Central government should actively help local government in improving service hotline; (6) Taipei City Government should upgrade the hotline service into the third generation.