優化自動通關系統改善機場移民官人力配置之研究-以桃園機場為例

The E-Gate System Optimization Through the Manpower Allocation of the Airport Immigration Officers–A Case Study of the TTIA

游宗穎(Tsung-Ying Yu)

指導教授 ： 黃博滄

中原大學/電機資訊學院/工業與系統工程研究所/博士(2018年)

https://doi.org/10.6840/cycu201800854

摘要

旅客從事商務活動及旅行度假日益增多之下，相對使國際機場航站業務量急遽成長，造成機場移民官在執行國境線上旅客證件審核工作的決策時間相對減少，機場移民官執法是國境管理工作重要一環，機場移民官在肩負國家安全需求和旅客通關速度的雙重工作壓力之下，產生沉重工作負荷，因此世界各國在機場、港口或邊境佈署自動通關系統來提高國家邊境安全、增加旅客運輸量及提高機場運輸自助化的通關流程，將扮演日益重要的角色。
雖然各國對自動通關系統名稱不同，但都具有相同的自動化目標，自動通關系統在人流管理上具有高水平的速度和安全性，藉由自助化的通關流程可以降低機場移民官的人力配置，提高旅客通關速度及增加旅客運輸量，避免旅客浪費寶貴的時間在等待通關時間上。為優化自動通關系統的通關流程，來改善機場移民官人力配置，因此本研究使用修正式德爾菲法和層級分析法，分析提升自動通關系統操作效能的影響因素，並以系統模擬與啟發式演算法來進行機場移民官人力配置的研究與驗證，以期在旅客高峰期的強大工作負荷之下，維持查驗正確的品質與減少旅客滿意度負面評價，使機場移民官人力配置可以更加適切而有效率。
研究結果發現，本研究所提出的三個影響自動通關系統效能面向，在優化自動通關系統後，提升了自動通關系統臉辨識成功率達到了99.91%，使機場移民官的自動通關系統人力配置可以減少24.44%，再模擬增設4部自動通關系統優化機場移民官人力配置，改善前後相比機場移民官使用率高於87.33%，工作時間減少35.31%，旅客等待時間將縮短21.57%，將可有效降低機場移民官的人力配置。證實自動通關系統建置與優化後，可以降低機場移民官工作負荷。因此，優先導入高科技的自動通關系統，可以有效提升旅客入、出國境更高的國境安全標準及提升通關效率，並達成境管業務創新作為，以提升國家的整體形象。

關鍵字

自動通關系統 ； 機場移民官 ； 人力配置

並列摘要

With the increasing number of business activities and travel vacations, the workload of international airport terminal operations has grown rapidly, relatively caused the reduction in the decision-making time for airport immigration officers while performing online passenger document review. The law enforcement of airport immigration officers is an important part of the national border management work, but the airport immigration officer has a heavy workload under the dual work pressure of national security needs and passenger clearance speed. Therefore, the deployment of automatic customs clearance systems at airports, ports or borders by countries of the world will play an increasingly important role in national border security improvement, passenger traffic increasing and the improvement of customs clearance process for airport transportation self-service.
Although countries have different names for automatic customs clearance systems, they all have the same automation objectives. Automated customs clearance system has a high level of speed and safety in people flow management. Through a self-service customs clearance process, the manpower configuration of airport immigration officers can be reduced; the clearance speed of passengers can be improved; the passenger traffic can be increased; waste time for passengers on customs clearance can be avoided. To improve the customs clearance process of the automatic customs clearance system and improve the manpower allocation of the airport immigration officers, this study therefore uses the modified Delphi method and the hierarchical analysis method to analyze the influencing factors of improving the operational efficiency of the automatic customs clearance system and use the system simulation and heuristic algorithm to research and verify the manpower configuration of airport immigration officers in order to maintain the correct quality online and reduce the negative evaluation of passenger satisfaction, let the airport immigration officer's manpower configuration be more appropriate and efficient.
The study found that after optimizing the E-Gate system, the three effects of the E-Gate system proposed by the study have improved the face recognition success rate of the E-Gate system to 99.91%, which make the airport immigration officer's E-Gate system manpower configuration can be reduced by 24.44%. Then simulate the addition of 4 E-Gate systems to optimize the manpower allocation of airport immigration officers. Compared with before and after, the airport immigration officer utilization rate was higher than 87.33%, the working time is reduced by 35.31%, and the passenger waiting time will be shortened by 21.57%, which will effectively reduce the manpower allocation of airport immigration officers. The study confirmed that the workload of airport immigration officers can be reduced after the establishment and optimization of the E-Gate system. Therefore, the introduction of high-tech E-Gate system can effectively enhance the national border safety standards for passengers inbound and outbound the country and improve customs clearance efficiency, and achieve border management business innovation to enhance the overall image of the country.

並列關鍵字

E-Gate systems ； manpower configuration.

參考文獻

林木泉, 吳鏘亮, 陳俊賢, 李仁傑, & 陳福士. (2009). 醫院從業人員工作特質與疲勞關係之探討. 醫務管理期刊, 10(2), 93-110.

參考文獻

英文文獻

Acharya, L., & Kasprzycki, T. (2010). Biometrics and government. Library of Parliament.

Acuity Market Intelligence. (2014). Retrieved from. https://www.prnewswire.com/news-releases/biometric-border-innovation-spreads-across-the-globe-4800-automated-border-control-egates-and-passport-control-kiosks-deployed-in-73-countries-300603677.html Accessed 15 January 2018.