A Synthetic Framework for Service Failure Investigation and Analysis—e-Government Service System
作者: 李 智 ：国立中山大学，高雄市，台湾;
Abstract: The impact of service failure of an e-Government system, not only will attract the attention from the media, but also diminish the potential of the citizen rights, and impose the accused responsibility of the service developers and the service vendor as well. The possible root causes are: 1) poor design of the standard operation procedures; 2) the complexity of multi-level computing architecture; 3) insufficient system tests; 4) poor system reliability design, etc. This paper presents a feasible synthetic framework using the scientific system-thinking approach to identify the possible root causes of service failure. Through a series of participation observation processes, gathering the comments and the recommendations from the expert meetings, this framework discloses the immediate activities to reduce the possibility of service failure and to suggest the future service enhancement directions as the guidelines for the following system design.
文章引用: 李 智 (2014) 服务失效综合调查分析框架—以电子化政府服务系统为例。 管理科学与工程， 3， 87-95. doi: 10.12677/MSE.2014.33012
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