Title: Managing process-centred e-government in Taiwan: a customer relationship management approach

Authors: Han-yuh Liu, Peter Lai

Addresses: Department of Business Administration and Department of Information Management, National Dong Hwa University, Hualien 974-01, Taiwan. ' TQM Associates, Inc., Goshen, NY 10924, USA

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

Electronic Government, an International Journal, 2004 Vol.1 No.4, pp.398 - 419

Published online: 27 Dec 2004 *

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