我國戶政機關服務品質之研究－以南投縣草屯鎮戶政事務所為例

The Study on the Service Quality in the Government Agencies ：The Case of Caotun Township Household Registration Office, Nantou County

莊雁茹(Yen-Ju Chuang)

指導教授 ： 林吉郎

國立暨南國際大學/人文學院/公共行政與政策學系/碩士(2012年)

摘要

戶政機關是跟民眾接觸最頻繁的行政機關，行政院為了全面提升政府機關為民服務品質，近年來引進服務品質的理論及學習國外成功的經驗，並以提供創新服務、整合服務、數位服務為目標，力求不斷精進。 本研究以南投縣草屯鎮戶政機關為研究個案，利用文獻上的理論分析及深度訪談等方式，探討我國戶政機關提升服務品質獎得獎過程分析，觀察其具體成效，並探討現行中央及地方政府各項具體作法中，是否存有若干需加以精進之處，經實地觀察及訪談後有幾點重要發現： 一、獲得標竿學習的單位 整體而言，評比的人員對於草屯鎮戶政事務所整體服務品質的感受，係持正面且肯定的評價，而且得獎後，也成為同仁很大的負擔，因為上級機關會以既然得獎，就以高標準來檢視機關，認為每一件事都應該做得到、做得好，所以無形中也造成同仁的壓力。 二、服務品質理論的引進，有助提升戶政機關服務品質 全面品質管理等管理學及行政學理論之引進，在實務上的確能有效提升戶政機關之服務品質。而行政院研考會及南投縣政府所推動之服務品質各項評獎中，也將全面品質管理等理論融入考核項目中，使受考核機關更加重視相關理論之實踐。 三、領導者的領導力是關鍵 本論文是以南投縣草屯鎮戶政事務所作為個案研究後發現，該所有效提升服務品質並獲得服務品質獎肯定之關鍵，除了資訊化的運用外，所內員工能體認到顧客導向服務及服務品質等理論之核心價值，其關鍵在領導者成功的帶動所內員工向心力之下，發揮最佳之團隊戰力，使草屯戶政所能在評獎中脫穎而出，成為其他戶政單位學習之榜樣。 四、現行為民服務考核的項目，大多能涵蓋戶政業務服務品質之內涵 戶政業務跟其他公務機關比較而言，具有其業務上的特殊性。因此如何針對戶政業務特性，設計出適當的考核項目及評比標準，並納入現行考核辦法中， 將成為考核評獎工作能否真正反映出該機關為民服務品質，以及激勵機關之效。

關鍵字

戶政機關 ； 服務品質 ； 行政院服務品質獎 ； 草屯鎮戶政事務所

並列摘要

Abstract
The Household agencies were most frequency contacted with people. In Recent years, Executive Yuan introduced into service quality theories and learned foreign successful experience to improve service quality, then the targets provided innovative services, integration services and digital services, and continued progressing.
Caotun township household registration office of Nantou County as case study, through theoretical analysis and depth interview investigated the process of household agencies won the enhance service quality award, and observed concrete beneficial results, then explored each existing practices of the central and local governments, whether there needed to be improved. The results of this study are shown as followings:
1.Benchmarking units. Overall, Feel for the overall service
quality for the Caotun township household registration
office, the appraisal of staff, Department held a
positive evaluation. After winning, become colleagues a
great burden. Due to the higher authorities will view the
organs to a high standard. That everything should be
done, well done, so virtually caused by the pressure of
colleagues.
2.The introduction of service quality theory, help the
government agencies to improve service quality. Total
Quality Management and other management science and
administration, the introduction of the theory, in
practice, is indeed effective to improve the service
quality of the government agencies. The Executive Yuan
Research, Development and the Nantou County government to
promote the service quality of the awards will also be a
comprehensive quality management theory into the
evaluation project, so that by the assessment authority
more emphasis on the theory of practice.
3.Leadership of the leader is key. Leader successfully led
to the centripetal force of Caotun household registration
office staff to play team combat power to stand out in
the assessment, then winning service quality award.
4.Assessment of existing public service projects, mostly to
cover the connotation of the household registration
business service quality, Household administration
services with other public agencies, with the special
nature of the business. Therefore, for household registry
business characteristics, design an appropriate
assessment of projects and the evaluation standard,and
incorporated into the existing assessment methods, will
be the assessment of awards can truly reflect the organs
of the people, the quality of service, and the incentive
effect of the organ.

並列關鍵字

Household agencies ； the quality of public service ； Executive Yuan service quality award ； Caotun township household registration office

參考文獻

一、中文部分

王金寶（2004）。高雄市自來水服務品質提昇之研究。國立中山大學

公共事務管理研究所碩士論文，未出版，高雄市。

朱愛群 (2006)。警佐晉升警正官等訓練講義，台北：國家文官培訓

所。