| Summary: | 博士 === 國立高雄第一科技大學 === 管理研究所 === 100 === In recent years the popularity of science and technology with the Internet and communication technologies (ICT) has created a new trend, leading government to not only improve interaction with the public but also to create an electronic channel to collect public opinion and respond to public demands. People have become accustomed to the use of city government Civil Service E-mail Box (CSEB), and as a large number of public opinions have been submitted through electronic channels, the public sector has begun to respond to the speed bottleneck. Therefore, how to improve response times to strengthen the quality of citizen relationship management services (CiRM) is a significant challenge of electronic government. A review of e-government and customer relationship management literature has found many past studies have tended to focus on general strategic aspects of generalized empirical investigation; however, practical operations of diagnostic analysis lacks substance.
Therefore, this study first reviews past e-government and customer relationship management and other related documents, classifying citizen view table service quality, and providing the public sector with tools to assess and review the quality of citizen relationship management services. Secondly, by use of the Theory of Constraints (TOC) concepts and thought thinking processes diagram tool, the study aims to gradually educate the public sector to respond to the details of operational processes and core problems. Furthermore, based on dialectic logic case qualitative research methods and multi-sectoral depth interviews over several times, it is hoped to gradually affect the public sector to confirm rapid response to overcome obstacles in the CSEB limit. Finally, following application of intellectual capital theory, specific solutions will be proposed to quickly respond to the actions of public opinion via citizen relationship management to optimize quality of service.
Specific results of this study: (1) The case of local government CSEB, for example, found that public opinion affected the electronic response of the three core barriers to factors: 1. Public information about the handling of cases, cannot be shared in the circulation within the organization; 2. For cases of cross-sectoral public opinion, building an inter-departmental communication mechanism of integration has not yet been carried out; 3. Units of public sector organization and division of tasks have high complexity. (2) By the intellectual capital theory, we put forward three actions to improve the program: 1. To explore the value of employees with tacit knowledge (human capital), regular meetings with business experience in heritage-related activities should be held; 2. Construction of public response to the case of knowledge management systems (structural capital), and providing examples of best response to the street-level bureaucrats should be introduced; 3. Timely invited experts and scholars in different fields (relational capital), should assist in handling highly complex cross-sectoral public opinion problems. (3) In follow-up action into the case after six months, the CSEB response rate of public satisfaction with the response content has significantly improved. Finally, discussed academic and management implications conclude the study.
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