老人營養餐食送餐服務轉型經驗之研究：以財團法人臺中市私立弗傳慈心社會福利慈善事業基金會為例

本文主要是從研究參與者觀點探討弗傳慈心基金會提供老人營養餐食送餐服務之歷程、送餐服務之困境與因應策略、送餐服務轉型社會企業化之意義和影響、以及分析資訊系統的引入後影響老人送餐服務之重要性。本文使用質性研究，訪談對象包括與案務相關之中央或地方主管機關負責人、基金會代表、案務經驗至少滿7年以上之中階主管、以及大學教授等共計8人，年齡介於40多歲至70多歲者，回應他們對本研究之看法、經驗及觀點。本研究結果與發現：第一部份是弗傳慈心基金會提供老人營養餐食送餐服務之歷程，分五階段包括： (一)第一期慈善照顧期（2000年～2010年）； (二)開發期(2011年～2013年)； (三)發展期(西元2014-2016)； (四)商品服務期(2017-2018迄)；(五)轉型經驗期(2018~迄今)。五階段皆面臨困境挑戰，但也有共因應之策略。發展老人營養餐食送餐服務轉型服務之意義和影響：包括(一)意義：補足送餐福利市場失靈、制度變革另闢財源、核心價值的成熟與傳承、組織發展與政策補助互惠；(二)影響：落實勞資法規範之責任、送餐服務產業的資訊轉型；(三)創新服務之意涵：1.組織面-促進社會責任與經營增能； 2.機構轉型挑戰的影響；3.實質意義與現階段政策之差異性：4.政策構面-跳脫傳統「送餐服務」框架之思維。另外，轉型服務的資訊系統引入後之影響有：(一)組織面影響：建構雲端系統支持資訊人才建立、提升社會企業化能見度、組織管理能力提升及貼近現代式人文關懷；(二)政府政策面影響：改善對補助的依賴、握有政策建言與討價的籌碼、補足送餐福利市場失靈；(三)福利服務業務影響：包括資金運用彈性大、發展多元社會福利服務業務。建議：(一)加入社區自費戶送餐宣導機會-獲知多元的福利管道；(二)成立社區網路化送餐資訊平台-資訊普及；(三)商業化平台與合理的利潤；(四)增加研究與學術單位合作創新服務方案，共創共贏的局面。

關鍵字

老人營養餐食；送餐服務；社會企業化；送餐資訊平台

並列摘要

This research focus on the process of providing nutritious meal delivery service for the elderly from the perspective of research participants. Core issuers as followed will be discussed： the dilemma and coping strategies of meal delivery service, the significance and impact of the transformation of meal delivery service into social enterprise, and above all, the importance and affects by introduction of information analysis system into meal delivery services. This research uses qualitative research. The interviewees include people from the authority in the central and local government, Foundation representatives, middle-lev el supervisors with at least 7 years of case experience and university professors, tota -lly 8 people. The interviewees, aged in their 40s to 70s, answered the questions with their viewpoints, experiences and opinions in this research. The results and findings of this research are contributed in 3 aspects as followed： First： The history of the Fuchuan Charity Foundation in providing nutritious meals and meal delivery services for the elderly is divided into four stages, including： (1) The first phase of pure charity care (2000-2010)； (2) Opening up period (2011-2013)； (3) Development period (2014-2016)； (4) Commodity service period (2017 to date). All four stages face difficulties and challenges, but there are also coping strategies.Second： Significance and impact of social enterprise in the development of nutritious meal delivery service for the elderly： (1) Significance including： Improve the failure of the food delivery welfare market, institutional reform to create new sources of income, maturity and inheritance of core values, organizational development and policy subsidy reciprocity； (2) Influences include： pioneering the labor standard law for non-profit organizations, and information transformation in the food delivery service system； (3) Implications of innovative services： 1. Organizational aspects promoting social responsibility and business enhancement； 2. The impact of challenges in Institutional transformation； 3. The difference between the substantive meaning and the current policy； 4. Policy dimension - Idea that escapes from the traditional framework of "food delivery service". Third： The impact of the introduction of the information system is analyzed： (1) Organizational impact： Constructing a cloud system to support the establishment of information talents, enhance the visibility of social enterprise, improve organizational management capabilities, and be close to modern humanistic care.；(2) The impact on governmental policies includes： Improving dependence on subsidies, having right to policy advising and bargaining with the governmental authority, Correcting the failure of the food delivery welfare market. Suggestions： (1) Promote opportunities for self-paid food delivery in the community - learn about multiple welfare channels； (2) Establish a community online food delivery information platform - information popularization； (3) Give commercial platforms reasonable profits； (4) ) Increase the cooperation with academic research units in innovation service plan and create a win-win situation.