Customer-Oriented Strategy for Reinventing Government
Author: Shoei-Po Lin, Chih-Wei Chen
Abstract / Chinese PDF Download
The customer strategy is one of reinventing government strategies utilized by many contemporary countries. The purposes of the paper are to describe, evaluate, and discover pitfalls of this strategy. It describes six different types of management: political, service, accountability, trust, accessibility, and stakeholder. Then the paper evaluates the strategy and appeals alarms of its utilization. They are: domination of interest group, incremental enlargement of administrative power, interorganizational conflict, and inadequate incentives. The paper also addresses that its final interest of this strategy is to practice democratic administration and let customer be the boss of government. Hence, if reinventing government can be built on the basis of intersubjectivity among government and her customers, then reengineering of this strategy can be more revolutionary and far-sighted than other proposed strategy.