E-government services using customer index knowledge

Abstract

Public sectors have tried to improve service quality for their customers. However, there are still several hurdles in the execution of customer-oriented service production and delivery by the public sectors. On this account, most public sectors thus far have made little progress in making themselves more customer-friendly, when compared with private sectors. The business environment surrounding public sectors has been rapidly changing, such as private sectors rushing into competition, customers demanding their rights, and the self-consciousness of public sectors paying attention to a customer-driven mind. To cope with these challenges, this study suggests a framework of developing knowledge-intensive services based on customer indexes (KISCI) in the e-government scheme, which combines panel information and marketing research information to improve the service quality of public sectors toward citizens. The framework, KISCI, is applied to one of the public sectors and the results are enumerated. © 2010 Springer-Verlag.