The article suggest the use of Support Ticket System in e-government, arguing that this system will not only increase the quality of service, but also ignite the re-engineering process.

• 为了解决这一难点，作者提出在政府服务机构中使用“注册跟踪系统”建设电子政务，认为“注册跟踪系统”不但可以提高政府服务质量，而且可以促进政务流程再造。