資訊科技促成政府服務創新之研究

IT-enabled Public Service Innovation

王聲威(Shang-Wei Wang)

指導教授 ： 翁崇雄

國立臺灣大學/管理學院/資訊管理學研究所/博士(2012年)

https://doi.org/10.6342/NTU.2012.00626

摘要

資訊科技對企業與政府的運作，是不可或缺且非常重要。各國政府受企業大量採用電子商務與電子化企業的影響，爭相仿效採用資訊科技，加強對民眾與企業的服務、提升政府效率、改變過時的科層(官僚)制度及促進民眾對民主政治的參與。但卻有將近百分之七十的專案無法達成最初預期的目標，原因在於太過強調資訊科技，未以民眾的需求與利益來規劃提供新服務及忽略互補性資產對資訊科技的重要性。而在服務業已遠超過製造業成為最重要的經濟活動，服務創新已成重要的課題。政府是非常重要的服務業，亦須重視服務創新，以爭取民眾的支持與滿意
本研究從服務創新發展過程的角度切入，結合資訊科技與互補性資產的觀點，探討政府如何運用資訊科技來成功達成服務創新。透過回顧電子化政府、服務創新、資訊科技與互補性資產等相關文獻，了解影響政府導入資訊科技創新其服務的因素及過程，並提出資訊科技促成政府服務創新模式。本研究提出以民眾涉入程度與政府需變革程度等兩項維度，將電子化政府服務區分為四個類型，並以其中民眾低涉入、政府需大幅變革的類型作為研究範圍，採用個案研究方法，探討政府創新單一窗口話務服務的歷程。
本研究發現政府服務創新發展過程是規劃、發展、實施(營運)、評估回饋等四階段的循環，是不斷的學習與調整的循環；不同階段的目的與工作內容不同，所需的資訊科技與互補性資產並不相同，發展與取得所需資訊科技與互補性資產並結合，有助於各階段目的的達成。此外，服務創新發展的結果不只是新服務的產生，同時也使服務提供者(政府)發展出提供新的核心能力。因此，本研究結合服務創新過程、資訊科技、互補性資產、核心能力等，提出「資訊科技促成政府服務創新的資源-過程-能力模式」，完整呈現服務創新過程、資訊科技、互補性資產、核心能力間的關係，及對新服務績效的影響過程。更進一步提出資訊科技「資源-過程-能力」價值模式，較以往的模式，更能完整呈現資訊科技對組織績效影響的過程。

關鍵字

資訊科技 ； 電子化政府 ； 服務創新 ； 互補性資產 ； 核心能力 ； 過程模式 ； 資訊科技價值

並列摘要

Information technology (IT) is indispensible and critical to both business and government. Governments around the world influenced by the adoption of electronic commerce and electronic business in the private sector have been eagerly adopting IT to improve their services, to increase their efficiencies, to transform their outdated bureaucratic systems, and to promote civil participation. However, around seventy percent of electronic government (e-government) projects failed due to too much focus on IT without considering the needs of citizens and neglecting the importance of complementary assets to IT. Since service has surpassed manufacturing and becomes the most important economic activity today, service innovation has become a critical issue for both academia and industry. Governments as very important servicing entities, therefore, should place emphasis on service innovation to win citizens’ support and satisfaction.
This study aims to explore the way governments use IT to enable their service innovation from the perspectives of new service development process, IT, and complementary assets. Based on the review of relevant research in e-government, service innovation, IT and complementary assets, a conceptual framework is proposed and adopted as a theoretical lens to study the case─the Taipei 1999 citizens’ hotline service.
This study argues that the process of public service innovation is a cycle composed of the planning stage, the development stage, the implementation (operation) stage, and the review and feedback stage. The purpose and core tasks of each stage are different; therefore, different IT and complementary assets are needed in each stage. It is necessary to develop and acquire the needed IT and complementary assets. In addition, the outcome of new service development process is not only a new service, but also a new core competence to provide the new service. Based on the findings of the case study, the Resource-Process-Competence Model of IT-enabled Public Service Innovation is proposed. Furthermore, this study proposes the Resource-Process-Competence Model of IT Business Value. This Model amends Melville, et al.’s (2004) IT Business Value Model by adding the “core competence” variable in the IT value generation process. It fully depicts the process relationship among business process, IT, complementary assets, core competence and organizational performance. This Model is valuable for future IT business value research.

並列關鍵字

information technology ； e-government ； service innovation ； complementary assets ； core competence ； process model ； IT value

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