觀照公部門便捷服務的創新與品質提升作法－以數位學習為例

線上便捷服務之成功關鍵在於品質；能重視顧客聲音並將顧客的需求連接於服務功能，並轉換為實際線上便捷服務與設計，以達成滿足內外部顧客的品質機能展開，並願意運用公正客觀的「服務品質」評鑑制度檢核。近年來機關努力重視品質的態度與落實的步驟是值得鼓勵與提倡。在服務傳達過程中，讓內外部顧客更有機會願意親近與品味該機關對服務品質的詮釋，吏容易了解該單位的核心價值與專業，本文觀照數個優質服務機關的服務文化內涵和內外部顧客的服務需求，所架構的便捷服務網頁表象，由“觀”而“識”，藉事藉境，以觀察對照出不同的公部門機關用心的細微之處。

關鍵字

電子化政府；便捷服務；創新；品質；學習及發展；便捷科技；數位學習；數位學習服務；數位學習評鑑

並列摘要

Quality is the key for successful on-line services, it includes but not limited to valuing customer voices and taking the customer requirements into account for service function and transforming these to actual on-line services and design in order to achieve satisfaction of external and internal customer quality expectation as well as adapting the objective ”service quality” evaluation system effectively to review the outcome of all institutions. Value quality and effective strategic working processes of lately institution's effort is highly recommended. In the process of services, the external and internal customers will have the opportunity to have a closer view on the institution and experience the service quality, and easier to understand the core value and professionalism of the institution. By reviewing several high-quality institution's service culture and their highly convenient homepage services framework which were established on the basis of all the external and internal customer service requirements, we acknowledge the differences on detailing and the efforts taken as well as their commitment to quality services between different government organizations.

並列關鍵字

e-government ； convenient services ； innovation ； quality ； learning and development ； convenient technology ； e-learning ； e-learning services ； e-learning evaluation

國際替代計量

觀照公部門便捷服務的創新與品質提升作法－以數位學習為例

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