|| In the wave of globalization in recent years, in order to strengthen the competitiveness of their countries and make their administration meet the needs of the public, the governments of various countries have been trying their best to carry out different kinds of reforms. When extensively looking at most of these countries, it is found that their measures are generally based on two principles: reduction of administrative cost and promotion of efficiency. However, it has been examined and proved in history that under these principles, what the leading reformers always encountered were the “double predicaments” they were beset with both at home and aboard. Therefore, in order to alleviate the predicaments, the administrative theorists and practicers thought of an idea of “business government.” They intended to bring to government departments the concepts of risks, innovation and cost effects so as to promote the administrative effects, and remold the correctness and legitimacy of the ruling of the government.|
Peter F. Drucker once indicated in his book, “Administrative Practices”, “The aims of business have to be existed beyond the business itself,” “the aims of business have to be existed in society.” Comparatively speaking, the existence and reformation of the government have to take “customer’s value” as the major foundation of its administrative measures. It implies that people’s voices should be added in the government’s policies, and the government’s administration should depend on “customer orientation.” It also refers that a “customer-oriented government” is a “people-natured” government. Its ultimate purpose is to make people feel satisfactory.
In Taiwan the computerization of household registration is one of the successful examples of reformation of the government. It takes the idea of “customer-oriented” service as the base, adopts the advantages of information technology to replace the manual operation, rearranges the human resources and makes use of the simplification and innovation of servicing procedures. Consequently, it strengthens the two-way communication between the government and the public, and realize the provision of convenient service for citizens who are always regarded as “the highest customers.” Based on these facts, the theories of the paper are established on the definition, origin and background of “customer orientation.” It investigates its evolution in the development process of public administration and the application of its servicing spirit by the administrative departments of Taiwan.
Household registration is the mother of general affairs. Not only the correctness of household registration affects the rights and obligations of people, even the population statistics of household registration is also an important reference for Taiwan government to plan their policies. Apart from promotion of the structural functions, will the computerization of household registration influence the quality and efficiency of the overall service? Taking the aspect of PZB service quality as the foundation, the paper designs a structural questionnaire for attaching to the random interviews, which are made with the people coming over to Household Affairs Department of Kangshan Town of Kaohsiung County to deal with their household registration problems. From the viewpoint of “customer orientation,” the paper examines and verifies the meaning of computerization to the household registration departments of Taiwan and its influence to the administrative efficiency. The paper also investigates the public’s satisfaction towards the overall service quality of the computerization of household registration, and how the household registration departments, after computerization at the current stage, will match the advanced information technology again, cross over various restrictions and create a new epoch of services.