現階段政府為民服務推動工作之變革與展望

The Prospects for Transforming Current Public Service Quality Promotion Tasks

何沙崙(Sha-Luen Ho)

《研考雙月刊》 31卷4期 (2007/08) Pp. 3-12

https://doi.org/10.6978/YKSYK.200708.0003

摘要

自民國85年行政院推動全面提升服務品質方案以來，各機關積極利用「全面品質管理」的觀念與手法，創造相當優良的服務成效。同時，行政院服務品質獎的頒發，由於受到各級機關的關注，形成一股導引的力量，帶領各機關重視品質的研發與創新，使我國為民服務工作，走過一段「黃金十年」的歲月。然而，面對民眾不斷上升的期望，我國推動為民服務工作也面臨重大的轉型需求。行政院研考會最近研擬新的推動方案，同時更新服務品質獎的做法，冀望在既有的基礎上推動續階方案，將為民服務工作推升至新的境界。本文介紹新推動工作的重點內容，並說明政府服務品質獎的運作方式。文內並簡述研考會推動方案的具體配合措施及變革的展望。

關鍵字

全面提升服務品質方案 ； 行政院服務品質獎 ； 政府服務品質獎 ； 政府服務創新精進方案 ； 魅力品質創造 ； 整合創新 ； 全面品質管理

並列摘要

Since the Executive Yuan promulgated the ”Total Service Quality Enhancement Plan” in 1996; all agencies have strived to utilize the methods of TQM to improve public service. The overall public service quality has been upgraded. In the meantime, the Executive Yuan Service Quality Award has been taken as a guidance, which instructed the agencies adopt innovative measures to improve service quality. A ”ten golden year” era for public service reform has been created. However, the challenge of rising expectation of the people has required all level of governments to look for new ways of improving the public service. Research Development and Evaluation Commission, Executive Yuan has recently formulated a new plan and also changed the standards of the Executive Service Quality Award. The new plan will put more emphasis on the innovative creation and the integration of service delivery in order to create a new transformation of public service. The related measures and the prospects for the reform have been discussed.

並列關鍵字

TQM ； Creative quality creation ； Executive Yuan Service Quality Award ； Total Service Quality Enhancement Plan ； Government Service Quality Award ； Government Service Innovation and Advancement Plan