內政部部長電子信箱個案研究— 顧客導向觀點分析

The Case Study of the Electronic Mailbox of the Ministry of the Interior from the Perspective of Client-Oriented Analysis

余佩怡(Pei-Yi Yu)

指導教授 ： 趙永茂

國立臺灣大學/社會科學院/政治學研究所/碩士(2013年)

https://doi.org/10.6342/NTU.2013.10288

摘要

政府從威權體制轉型為民主政治，關鍵在於重視民意，政府施政作為採納民眾意見，人民意見可透過制度化管道向政府反映。內政部部長電子信箱設置目的是為建立與民眾溝通的管道，內政業務與民眾息息相關，政府施政如何反饋民眾為值得深思的議題。受惠於資訊科技及網際網路發展，電子化政府之推動，提供民眾便捷性；此外，政府運用企業顧客導理念，除關注外部顧客外，針對服務提供者（內部顧客）也納入考量，藉由滿足內部顧客需求，提升外部顧客滿意度。本文著重於電子化政府與顧客導向。首先，本文以電子化政府理論，探討政府機關推動民意電子信箱設置效益。其次，藉由個案書面資料及深度訪談，從顧客導向觀點，分析內、外部顧客對於內政部推動部長信箱建置之影響，並得出部長電子信箱推動助益及所遇到的問題及挑戰，以進一步提出改善建議。
研究發現，內政部部長電子信箱在「使用頻率」、「政策參採情形」及「回復時效」面向，有實際助益。部長信箱系統運作過程也適時依使用者需求而更新。另內政部部長信箱所遇問題在於重複管道派信及迭次陳情處理。本文提出三項建議：第一、提供外部顧客便捷服務，打造單一窗口願景。第二、適時回應內部顧客需求，精進部長信箱機制，包括客製化之訓練講習、信件分流、簡化迭次陳情處理、改善不滿意檢討處理、線上即時服務等。第三、增進內、外部顧客信任，落實民主治理理念。

關鍵字

民意電子信箱 ； 部長信箱 ； 電子化政府 ； 顧客導向 ； 內部顧客 ； 外部顧客

並列摘要

The decisive difference between authoritarian and democratic regimes lies in the amount of attention paid to public opinion. In democracies, public policy should be responsive to public opinions, and people’s voices can be channeled to the government through institutionalized ways. The Electronic Mailbox of the Ministry of the Interior is such an example that aims to establish channels of communication between governmental agencies and the public. The Ministry of the Interior’s responsibility is to handle domestic public affairs; hence it is important that popular feedbacks can be integrated into policy-making process. Thanks to the development of information technology and the Internet, the e-government arrangement today makes engaging the public much easier. Emphatically, the government takes a client-oriented approach to these matters. In addition to the focus on external clients, the opinions of internal clients are also valued. By meeting the need of internal clients, it can also improve external clients’ satisfaction. This thesis focuses on e-government and the client-oriented approach. First, I consider the theoretical discussions of e-government in analyzing the effect of government mailbox. Then, based on an analysis of secondary literature and in-depth interviews to address the external and internal client views of the mailbox. In conclusion, to realize the benefit and challenge of the Mailbox of the Ministry of the Interior, I provide further suggestions for improvement.

The study found that the Mailbox of the Ministry of the Interior provides much benefit in the following three dimensions: “frequency of use”, “policy adoption” and “reply timely”. The system operation process of the Mailbox of the Ministry of the Interior is timely updated according to users’ needs. The problem of the Mailbox lies in the pipeline that repeatedly sends the letters and a petition process that often sees repetition. Based on my findings, I provide three suggests: First, the Mailbox system should provide a more convenient service to external clients by creating the vision of a one-stop window. Second, internal clients’ needs should be more timely responded to by improving the Mailbox of the Ministry of the Interior, for example training workshops, diversion of letters, simplification of the process of repeated petition, and making better online real-time services as well as the review process for unsatisfied clients. Third, by enhanceing internal and external customer trust to implement democratic governance.

並列關鍵字

Mailbox ； E-government ； Client-Orientation ； Internal clients ； External clients

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