Article Abstract

	Title:	Managing process-centred e-government in Taiwan: a customer relationship management approach
	Author:	Han-yuh Liu, Peter Lai
	Address:	Department of Business Administration and Department of Information Management, National Dong Hwa University, Hualien 974-01, Taiwan. ' TQM Associates, Inc., Goshen, NY 10924, USA
	Journal:	Electronic Government, an International Journal 2004 - Vol. 1, No.4  pp. 398 - 419
	Abstract:	The authors surveyed major government departments/agencies in Taiwan, a world leader in e-service, to explore how process management can reduce service quality gaps. The study found that: implementation of CRM strategies and TQM will enable an e-government to improve services; processes differ widely - a government needs to understand current conditions and the attributes of its services in allocating limited resources; e-government promotion must start with redesigning administrative processes from a customer's point of view; to provide better customer service and thereby add value to their services, all departments/agencies will need to do well on process management; the front-end system of customer interface must be periodically reviewed to improve the degrees of ''load'' and ''repetition'' in the service process; for reasons related to shared exposure to propaganda and education, employees responsible for e-service in Taiwan tend to express similar opinions on communication, training, and implementation.
	Keywords:	e-government; customer relationship management; process management; electronic government; Taiwan; CRM; TQM; total quality management; e-service; electronic services; government services.
	DOI:	10.1504/EG.2004.005918
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