從功能型的供需轉化為公眾導向的服務已是各國施政的重點，使得顧客關係管理（CRM）成為電子化政府（e-Gov）的關鍵性任務，然困難度也高，須先建立其基礎與能力。從網際網路經營模式（iBM）永續互利的價值主張檢視CRM的整備度，則有助於釐訂目標與資源配置，掌握工作的輕重緩急，將公眾福祉與組織價值最大化。本研究以我國各級政府的施政標竿為問卷調查對象，從顧客權益（價值、品牌、關係）探討CRM整備度（營運、變革、人力、流程、技術）對iBM經營（e-Gov的施政創新、服務通路、服務設施、資源配置）之影響，也藉以了解典範機關的CRM推展基礎與能力。自有效回收125個不同層級典範機關的478份（23.3%）郵寄調查問卷顯示，CRM整備度有助於提升e-Gov或顧客權益的效益，且藉e-Gov更能強化顧客權益的經營。調查也顯示，我國行政標竿重視流程整合、創新服務、服務通路與品牌（形象）權益，已具備推展的基礎與能力；然應擴大CRM的在職訓練、參與及分享，以創新與多通路的行銷轉化公眾服務為互利永續的關係權益

Transforming a functional transaction-based work into a citizen-centric service is a critical concern on public management and has been driving governments more willing to engage in implementing customer relationship management (CRM) on the Internet business model (iBM), i.e. as e-Gov. Trouble is that CRM efforts to date have been disappointing in the majority of firms. Governments should initiate CRM from its readiness construct and assessment for risk aversion. Articulating the value proposition of an iBM on lifelong relationship, e-Gov will be fostered to identify its objectives, resources and priorities on maximizing the value of citizens and governments by examining the CRM readiness.This study surveyed the leading governments in Taiwan to explore how CRM readiness (on project programming, change managing, employee engaging, process addressing and ICT adopting) can impact innovation, distribution, facilities and resources in iBM from a perspective of customer equity, including value, brand and relationship. The result also helps them identify where they are and barriers to destination.Based on 478 effective mailed questionnaires with a valid response rate of 23.3% from 125 award-winning governments at different levels in past six years, the authors found:(1) CRM readiness positively affects e-Gov and customer equity, and also strongly affects customer equity through the e-Gov;(2) Service process addressing, innovation, distribution and brand equity (government reputation) most aware.The study also indicates that CRM practices are few in the leading governments, but they have embarked on the CRM journey. And they should enforce CRM professional training, involvement and knowledge sharing with innovation and multi-channel marketing to transform the brand equity into the equity of collaborative relationship for sustainability.