| Summary: | 碩士 === 國立臺灣大學 === 政治學研究所 === 101 === 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.
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