EPA-95-L103-03-002

095

2,080 千元

2006/05/31

2006/11/30

林秋丹

監資處

叡揚資訊股份有限公司

環境資訊系統

為民服務,署長信箱,環保論壇,知識管理,單一服務,單一介面,環保e言堂

Public Service, Director’s Mailbox, EPA Forum, Knowledge Management (KM), Single-Window Services (SWS), Single Interface, EPA Bulletin Board

謝麗雯

謝麗雯

02-25867890#160

stacey_hsieh@mail.gss.com.tw

　　本計畫之目的為建置「電子為民服務信箱整合管理資訊系統」，提供主動及整合管理式服務，以集中管理服務民眾之電子郵件、網路論壇等各管道案件，並進行滿意度分析與管理。本系統結合了總統信箱及行政院院長信箱，提供承辦人藉由單一介面進行案件辦理與回復，並透過案件知識管理機制，自動調閱相關案件作為承辦人辦理案件之參考，以提昇案件處理效能。 　　本系統區分為前台及後台兩部份。前台為「環保e言堂」，除了提供民眾寫信給署長或於論壇中發表言論外，並可進行常見問題集查詢、信件辦理進度查詢等自助式服務；系統透過信件過濾機制，可大幅減少垃圾信件及無效信件。後台管理介面中，則是將來自各來源管道之案件集中於同一管理平台，提供總收文人員進行案件派送，供業務單位及承辦人進行案件辦理、回復，並將辦理經驗儲存於案件知識庫中，以方便承辦人員調閱。此外，提供案件相關分析報表，以回應管考稽核功能及決策管理之參考。 　　本系統之預期效益為： 1. 整合署長信箱、民意信箱、環保論壇、電子郵件以及總統（阿扁）信箱、院長信箱等為民服務信箱之案件，以單一系統集中管理，並統一案件辦理之方式。 2. 透過無效信件過濾機制，可大符減少無效案件數，亦可省卻總收分文過濾無效信件之困擾。 3. 藉由系統主動式服務，提供民眾自行查詢常見問題集、案件辦理進度，以減少受理案件量，同時提昇為民服務之滿意度。 4. 藉由線上分辦，達到案件辦理無紙化、無時差之效益，同時減少分文(分派)之困擾，提昇各單位之工作與溝通效率。 5. 提供環保署同仁藉由案件處理知識之有效累積，提昇業務核心能力。 6. 提供主管隨時稽核所有案件之辦理情形，以管控服務之績效。 7. 藉由民眾滿意度統計與分析，以及各類統計報表，主管得以瞭解各單位之滿意度與服務績效，進而作為改善之依據。

為民服務,署長信箱,環保論壇,知識管理,單一服務,單一介面,環保e言堂

KM-99979257-1.pdf

17MB

[期末報告]公開完整版

2007/2/1 上午 12:00:00

The main purpose of building an integrated information management system is to provide active and integrated services for the public. Public opinions from all channels are collected, and can be used to analyze and monitor public satisfaction. Efficiency and quality of public service are also improved by the integration with President’s Mailbox and Premier’s Mailbox. Service advisors can handle cases and seek help of relevant case management knowledge through single interface, and administrators can audit public service quality and make decisions through analysis reports. The system is composed of two parts: a front end and a back end. The front end is responsible for gathering the public opinions through emails and forum posts, and providing the self-guided service of FAQ search and case status tracking. Moreover, an anti-spam mechanism helps the system to block invalid emails. Public opinions from all different channels are collected by the back-end server, so cases can be easily allotted to and handled by relevant agencies. Case management knowledge can also be stored and shared, providing reports for case analysis and inspection. Expected benefits of the system: 1. Unifying case management by incorporating President’s Mailbox, Premier’s Mailbox, Administrator’s Mailbox, Public Mailbox and EPA forum. 2. Filtering out invalid cases and lowering the loading of manual operation with the anti-spam mechanism. 3. Providing active FAQ search and case status enquiry to lower duplicate cases and increase satisfaction of public service. 4. The one-contact online service center can promote case-handling efficiency and quality. 5. Accumulating case management knowledge to enhance the civil servants’ professional ability. 6. Superintendents can watch over and control the case handling progress. 7. Satisfaction questionnaires reveal the quality of service, and are the basis for improvement

Public Service, Director’s Mailbox, EPA Forum, Knowledge Management (KM), Single-Window Services (SWS), Single Interface, EPA Bulletin Board