부산대학교 도서관

In the recent years, Taiwan's industries are adding service-oriented concept in their operation and they also emphasize on service quality and satisfaction of customer. There many private and public organizations are starting to focus on the building of customer service center. For example, the National Health Insurance Administration (NHIA) also established customer service centers in its six regions. But each regional center has overload calls that is beyond the loading of existing manpower. These situations cannot satisfy the requirement of operations and the customer service of call center is not very efficiency. Therefore, this research plans an innovative smart service platform (ISSP) to integrate call center, customer relationship management, and business intelligence based on requirement engineering and service design, and We hope ISSP will improve the operational efficiency of NHIA's customer service center. This research adopted face-to-face interview in all of regional centers with NHIA's staff and we also concluded three major issues in the NHIA's call centers that analysis is based on I.D.E.A. (Insight, Design, Expression and Assessment). These issues are (1) operational model: the centers do not have backup mechanism and employees turnover rate is very high because most of them are outsourcing manpower; (2) data consistency: the data formats and data fieldname are not consistency in NHIA, hence the heterogeneous systems are difficult to merge; Finally, NHIA is not to apply data on making decision and it is not propitious for managing. According to the above issues, this research proposes two solutions for NHIA and provides evaluation critical measurements for each solution. This research tries to combine requirement engineering and four stages of I.D.E.A. which is coming from service design, we also illustrate all the actions in each stage within the NHIA and propose related solutions for NHIA. Finally, this research hopes these proposed solutions could be an important guideline for designing the customer service platform of the nonprofit organization in the future.