公部門資訊系統發展之策略規劃-以台灣e網通為例

隨著公部門電子化風潮的興起，公部門之管理階層必須以策略規劃的觀點，透過規劃的過程，使公部門在電子化發展過程中思考全新的網路服務與組織架構，達到最佳便民服務。由於公部門在運用策略規劃發展資訊系統專案的過程中，規劃面和執行面上所產生的各種策略議題會涉及到各方利益關係人。因此，本研究以高雄市政府地政處所推動之「台灣ｅ網通」資訊系統為個案研究對象。採用Bryson(2004)提出的策略規劃過程理論及利益關係人分析技巧，分析出各利益關係人之間互動所產生的策略議題，並根據這些議題找出及評估有效的策略方案，作為未來推動公部門電子化之動態策略規劃的參考。研究結果發現：在「台灣ｅ網通個案」系統發展策略規劃期間，最主要被關注的共同議題有7項，包括：符合法令規範、便民、評估系統建置與維護的穩定度、整合各機關之系統，擴大服務範圍、系統的行銷推廣、加強系統使用上的安全性、提昇系統功能的多樣化。根據這些共同關注的議題，辨識可行且具吸引力的策略方案。最後，本研究以利益關係人對議題的支持程度為基準，透過方案的吸引力高低發現其大致可以歸納為4種表現型態，分別為：(1)議題具高度支持，方案具高度吸引力。(2)議題具高度支持，方案吸引力分散。(3)議題具分散支持，方案具高度吸引力。(4)議題具分散支持，方案吸引力分散。本研究的貢獻在透過利益關係人分析技巧，辨識公部門在推動電子化之策略規劃發展期間，各利益關係人之間互動所產生的策略議題，並將議題分類整理，找出共同關注的議題。透過對議題的支持程度及方案的吸引力，整理出4種表現型態，並依據特性不同而有不同的考量，作為利益關係人之間動態合作可遵循的指引，有助於降低公部門在追求電子化過程中的策略規劃發展阻礙。

關鍵字

策略規劃；電子化政府；利益關係人分析

並列摘要

With the emergence of information technology (IT), e-government is becoming a new trend in public organization. In order to face the challenge in the dynamic change environment, the managers development the strategic plans of information systems in public organization. Thus, strategic planning plays a significant role in the electronic processes. Furthermore, strategic planning in public organization will involves in many stakeholders. In light of this, the present study use Bryson’s theory, the process of strategic planning, and stakeholder analysis method to analyze the special case of Taiwan e-land Net—Department of Land Kaohsiung City Government to: (1)identify the strategic issues of interaction between stakeholders (2)find the policy of key issues and (3)figure out the strategic planning of information systegm development in public organization. According to this case study, we can find that the top seven key issues of strategic planning in our research case: (1)compliance with laws and regulations; (2)offer greater convenience to the citizen; (3)evaluate the stability of system build and maintain; (4)integration of the various systems, and expands the range of service; (5) Marketing and promotion of system; (6)strengthen the system's security; (7)enhance the diversification of system functions. According to these key issues, we can identify the feasible and attractive policies. Finally, the present study find the performance of four kinds of patterns, which based on the degree of support for key issues and the attractiveness of policies. The four patterns are: (1)issues have high degree of support, and policies have high attractiveness (2)issues have high degree of support, and the attractiveness of policies are dispersion (3)the degree of support for issues are dispersion, and policies have high attractiveness (4)the degree of support for issues are dispersion, and the attractiveness of policies are dispersion, too. In practical terms, this study show that use the techniques of stakeholder analysis, we could identify and classify the strategic issues of interaction between stakeholders, and then find the key issues. During the strategic planning, stakeholders have different concerns, because the characteristics of four patterns, that we found based on the degree of support for key issues and the attractiveness of policies, are different. Finally, it can be the e-government guideline of stakeholders’ dynamic cooperation in the future and benefit public organization from reduce the development hindrance of strategic planning in electronic processes.

並列關鍵字

Strategic Planning ； e-Government ； Stakeholder Analysis

參考文獻

簡守邦，社會科學研究的理論與方法，台北：韋伯，2002

洪智源，電子化政府發展之利益關係人分析－以台灣e網通為例，淡江大學資訊管理研究所碩士論文，2008。

Alexander, I. and Robertson, S., ”Understanding project sociology by modeling stakeholders,” IEEE Software(21)1, pp.23-27, 2004.

Berry, F. S., “Innovation in public management: The adoption of strategic planning,” Public Administration Review(54)4 ,pp.322-330, 1994.

Berry, F. S. and Wechsler, B., “State Agencies’Experience with Strategic Planning : Findings from a National Survey,“ Public Administration Review(55)2, pp.159-168, 1995.

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公部門資訊系統發展之策略規劃-以台灣e網通為例

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