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

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.