推動戶政線上申辦戶籍登記之研究：以新北市蘆洲戶政事務所為例

隨著民眾對於公務機關需求的轉變，戶政事務所除了受理戶政業務外，提供許多便民的服務，減少民眾洽公往返的時間，但提供便民服務的同時，除了增加了戶政人員受理業務的負擔，也延長了民眾洽公的等待時間。內政部戶政司在2018年新增了線上申辦戶籍登記服務，但使用此服務的民眾甚少。近2年來受到新冠肺炎疫情的影響，也改變了民眾的生活型態。隨著開放線上申辦戶籍登記的項目增加，民眾使用線上申辦戶籍登記才逐漸增加。本研究以新北市蘆洲戶政事務所為研究對象，藉由參與觀察法及深度訪談法，了解民眾主要辦理的戶政業務、對於戶政服務的滿意度及影響民眾使用線上申辦戶籍登記服務的意願，並對於推行線上申辦政策提出建議。除此之外，本研究希望能透過提升民眾使用線上申辦戶籍登記的使用率，改善目前戶政事務所所遇到的問題，以提升戶政機關的服務品質。本研究發現，多數民眾未持有自然人憑證、目前開放的線上申辦戶籍登記項目少及民眾不會使用是影響民眾使用線上申辦戶籍登記的原因。透過訪談，無論是戶政人員、或是民眾皆支持線上申辦政策的推行並提出許多看法，民眾認為開放更多線上申辦項目可讓民眾洽公更加便利；而對於戶政人員來說，也認為推行政策有助於改善現行問題並提升戶政事務所的服務品質。

關鍵字

戶籍登記；便民服務；網際網路；服務品質

並列摘要

Nowadays, people change their demands for public services. In addition to accepting household registration business, the household registration office provides many convenient services to reduce the time for people on business. However, while providing convenient services, it not only increases the business burden of household registration officers, but also extends the waiting time for people on business. Department of Household Registration, MOI added online household registration service in 2018, but very few people use this service. Through the influence of the epidemic of the new coronavirus (COVID-19) in the last two years, it changes the lifestyle of people. The use of online household registration service by the public has gradually increased with the added registration projects. This study takes Luzhou Household Registration Office as the research object. Through the research methods of participant observation and in-depth interview, we find out the household registration business that people mainly handle, their satisfaction with household registration services and their willingness to use online household registration service. Then make suggestions for the implementation of the online application policy. Besides, this study hopes to promote the usage rate of using online household registration service, to improve the problems encountered by the household registration office and the service quality of household registration authority. This study finds that most of the people do not have their Citizen Digital Certificate, the project of applying online household registration are not many, and people do not understand how to use the online household registration service. These are the main reasons that affect people’s willingness to apply for online household registration. Through the interviews, both household registration officers and people support the implementation of the online application policy and propose many opinions. People believe that adding more online registration projects will make them more convenient; and for the household registration officers, they also think that implementing policy can improve existing problems and service quality of household registration office.