| 英文摘要 |
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
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