顧客導向與資通科技對公共服務之影響－國外實例淺析

The Impact of Customer Orientation and ICT on Public Services: The Practices in Developed Countries

陳悅宜(Yei-Yi Chen)

《研考雙月刊》 31卷4期 (2007/08) Pp. 22-32

https://doi.org/10.6978/YKSYK.200708.0022

摘要

本文旨在探討資通科技與顧客導向觀點對政府提供公共服務之影響，並進而檢視民眾與政府關係的變化。現代化政府意識到顧客導向的公共服務乃大勢所趨，政府應主動了解民眾需求與期望，致力提供品質與效率兼備的公共服務。世界各主要先進國家為了提供不受時間、地點限制的快捷服務，紛紛利用資通科技帶動政府服務再造，將政府由機關供給導向之個別服務轉換成以民眾需求為導向之整合型服務。如何提供透明化、客製化、整台型及先應式的服務？如何鼓勵民眾參與以實踐合作式服務？都是當今我國政府極應重視與解決的課題。本文淺析了先進國家公共服務電子化的實例，歸納出政府與民眾關係之新發展，作為檢討改進我國政府為民服務之啓示。

關鍵字

顧客導向 ； 電子化服務 ； 客製化服務 ； 整合型服務 ； 先應式服務 ； 合作式服務

並列摘要

This paper discusses the change in the relationship between government and citizens by examining the impact of ICT and customer orientation on public services. We pay special attention to the shift from supply-driven service delivery to demand-driven service delivery and to the possible changes in the governmental behavior toward citizens. Government agencies put more emphases on customer-oriented public services than before. They should understand citizens' needs and expectations when they design and deliver public services. In order to improve the quality and efficiency of public services, most of developed countries introduce and implement electronic service delivery through the use of modern ICT. How to deliver transparent, customized, integrated and pro-active public services? How to facilitate citizen participation to carry out co-active public services? These issues become more and more important to modern governments. I present a few better practices in developed countries in order to help Taiwan authority to improve the contents of public services and the ways of public service delivery.

並列關鍵字

customer orientation ； electronic service delivery ； customized service ； integrated service ； pro-active service ； co-active service