| 摘要(英) |
In this consumer-oriented-modern day, it is unable to meet people’s requires in terms of expecting a quick response from public authorizes due to the large size of government organization, the complication of multi-level chains and the extensive length of organizational commands.
This case study is to promote “e-government” project by applying Information Technology into the system of customer service in our country. In order to accomplish the goal of improve administrative efficiency, moreover, to strengthen communications between people and government, this “e-government” project is designed to reduce time and space constraints that block services to publics.
This study contains collection and compilation for relevant documents. By importing individual Customer Service System study method into an individual case institute, this case study investigates the difficulties and problems that were encountered before importing Customer Service System and the execution process while importing. On the other hand, this study is based on the analytical basis through Diamond Model by Leavitt(1965). Accordingly, it gathers the factors that result in personnel resistance when the system was actually running by four dimensions: technology, interactive tasks, personnel and organization. Additionally, by understanding how problems occur when importing new Information Technology and clarifying what the real problems are, this study is to reduce the risk of similar problems. Furthermore, it is to enhance capabilities of responding for importing any new Information Technology in the future.
It is discovered in this case study that personnel, interactive tasks and organization structures are changed when the individual institute imports new Information Technology. It is verified that the four dimensions of Diamond Model would influence one another. In short, when importing and executing new Information Technology, public authorities must consider not only the technological functions but also the features of organization. In other words, technology, interactive tasks, personnel, and organization structure shall be classified as the components in order to response rapidly once the problem has occurred.
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