公民關係管理與政策問題建構：以民意電子信箱為起點

Citizen Relationship Management and Policy Problem Construction: Starting from Electronic Complaints Handling

蕭乃沂(Nai-Yi Hsiao)

《國家政策季刊》 3卷1期 (2004/03) Pp. 155-174

https://doi.org/10.6407/NPQ.200403.0155

摘要

本文以私部門知識管理及顧客關係管理的論述為起點，嘗試在知識型政府的脈絡中（尤其是以行政機關的角度）建構公民關係管理的運作架構。如以個別民眾作為公共服務的需求者、接受者、與監督者的角色，公民關係管理的內涵至少包含以抱怨處理為導向、資訊公開與信任培養為導向、與政策問題建構為導向的三個層次的公民關係管理架構，並例舉地方政府民意電子信箱為闡述此運作架構的個案，作為體現公民關係管理的起點。

關鍵字

知識管理 ； 顧客關係管理 ； 公民關係管理 ； 政策問題建構 ； 電子／數位民主

並列摘要

Based on knowledge management and customer relationship management in private sectors, the article attempts to build up the framework for citizen relationship management (CRM) in the context of knowledge-based government. Especially suited for administrative agencies, the framework includes three levels: (1) CRM for citizen complaints handling, (2) CRM for information sharing and citizen trust cultivation, and (3) CRM for public policy problem construction. A case of e-mail complaints handling system at a local government is utilized to demonstrate the feasibility of the proposed CRM framework.

並列關鍵字

knowledge management ； customer relationship management ； citizen relationship management CRM ； policy problem construction ； electronic/digital democracy