我國公部門創新服務之研究
―以內政部役政署推動擴大替代役役男從事公益服務實施計畫為例

本研究主要探討我國公部門的服務創新，以內政部役政署訂定創新服務品質政策─「擴大替代役役男從事公益服務實施計畫」為研究標的，探討行政機關努力於推展各種創新服務時，如何擺脫傳統組織文化，透過創新服務四構面，以新服務觀念、新客戶介面、新服務遞送系統、運用資訊技術，規劃執行創新的服務政策，以發揮機關服務效能並型塑機關新形象。其在推動過程中，對公部門和民眾的產生的影響有那些，未來對役政署施政上有何建議。自實施替代役度以來，役政署積極思考與研議，設計多元公益服務項目，以弱勢學童、獨居老人，偏鄉部落和社區為服務對象，運用替代役人力投入社會服務的行列，並藉由鼓勵志願服務輔以勤務規劃，更積極行銷替代役公益服務相關作為。期以新機關新制度新服務引領公部門的服務創新更貼合民眾需求，達到政府、役男和民眾三贏的目標。研究發現，「用服務改變這個世界」，政府需要更用心照顧弱勢族群，在政策制定、政策執行、政策執行效益及政策展望，獲得以下發現：一、政策的服務創新：必須「全面檢討改進服務品質」、「建立顧客為導向的服務」、「結合社會資源協助政府提供服務」；二、創新服務產生的改變：有效激勵與榮譽感、重新型塑機關形象；三、創新服務的成效與影響：創新計劃及其觀點，是啟發其他政府機關成功複製的標竿，組織運作的進步，民眾滿意度大幅提升；公務員、役男、協力單位人員及受服務者，都在心理及物質層面獲得極大益處。

關鍵字

創新；替代役；公益服務

並列摘要

In this study, we focus on the innovation of the service from the public sector and the service quality policy, "The participation enhancement program of Substitute military service draftees in charity services ", as designed by National Conscription Agency of the Ministry of the Interior. We discuss how the administration branches pushes forward various innovative services while getting rid of the stale traditional organizational culture. Through the four fronts of the new service, novel service concepts, user interface, service delivery system, technology advances, planning and execution of new service policies, we build a much more efficient government and a new and better image. We also discuss the effects on the agencies and civilians caused by the execution of these novel measures, as well as comments on future policies from the national conscription agency. Since the launch of the substitute service, the national conscription agency has been actively planning and designing for a variety of service items. By utilizing manpower from the substitute service to perform charity services, we serve children with financial difficulties, elderly people who live alone, and towns and villages where resources are hard to reach. Via the encouragement of participation and the flexibility in substitute service scheduling, we actively advocate the charity services. We hope that by having the new policies and new mechanisms, the innovation of service can lead the government agency to better suit the needs of people, in order to achieve a win-win-win situation from the agency, the draftees and the civilians. Our study indicates that "we can change the world with the services." The government must pay more attention to the minorities. From the making of policies, execution, benefits from the execution, and outlook, we found the following results. 1. The innovation of government service must comply with "Full scale reexamine of service quality", "A customer-first approach", and "Combining resources from the society to aid the government." 2. Changes are observed from the innovation of services. We can build a new government image, and evoke a sense of honor within the agency. 3. The result and effect of the new services can serve as a benchmark for other government agencies. We observe progress in the running of the agency, as well as a great improvement in civilian satisfaction. The civil servants, draftees, collaborating agencies and those who receive services are all benefitting from the services, both mentally and physically.