臺北縣戶政機關績效評估之研究—資料包絡分析法應用

Relative Performance Measurement for the Household Registration Office Taipei County：An Application of Data Envelopment Analysis

林玉敏(Yu-Min Lin)

指導教授 ： 李建然

共同指導教授 ： 張寶光

國立臺北大學/商學院/會計學系/碩士(2008年)

摘要

本研究以臺北縣29個戶政事務所為研究對象，資料期間為95年及96年，採用資料包絡分析法衡量其相對效率，並選定人事費用、業務費用2項投入變數，以及辦理本所戶籍案件數、辦理他所戶籍案件數、公文處理案件數、服務品質4項產出變數進行實證分析。藉由差額變數分析說明無效率單位的投入資源與產出數量改善的空間，除進行敏感性分析外，另採用Malmquist生產力指數衡量受評單位跨時期效率的變動情形，利用管理矩陣提供有用的決策資訊。最後再以Tobit迴歸分析探討可能影響效率的因素，並提出改善建議，期能做為政府機關資源配置及績效評估方法改進之參考。
另依主管機關的考核方式，將戶政機關區分為甲、乙兩組不同的決策單位群組，分別再進行經營效率等分析。實證結果如下：（1）以整體戶政機關而言，造成不具整體技術效率的主要原因是由於規模的無效率；而質化的衡量變數對鄉級的戶政機關影響最大；又技術變動的衰退為影響總要素生產力下降的主要原因。（2）對甲組戶政機關而言，影響總要素生產力下降的主要原因是技術效率的衰退，而影響乙組戶政機關的則是規模效率的衰退。（3）在各種組合的評估下，深坑及烏來戶政事務所兩年的整體技術效率值皆為1，顯示戶政機關績效的良窳與其規模的大小非呈現正比。對於整體技術效率值較低者，應重新檢視其資源配置及經營策略。（4）由Tobit迴歸分析得知，影響各項效率值的主要因素為轄區總人口數、轄區人口密度以及戶所組別，且以對規模效率值的影響最為顯著。

關鍵字

戶政機關 ； 資料包絡分析法 ； 生產力指數 ； 管理矩陣 ； Tobit迴歸分析

並列摘要

This study applies Data Envelopment Analysis to measure the relative efficiency of 29 Household Registration Office in Taipei County. The research period covers 2006 and 2007. The inputs are personnel expense and ordinary expenditure; and outputs are self-household registration cases, other household registration cases, governmental paperwork cases and service quality. This study explain the inprovement values of the input resource and output items through slack variable analysis. Moreover, this study also provide the extra information through the sensitivity analysis, malmquist productivity index and management matrix . In conclusion, this study discusses the possible impact factors on the efficiency of the HRO in terms of Tobit regression model. This study airms to provide the analysis of operational efficiency and improvements are recommended accordingly.
Accounting to the performance measurement of HRO Taipei County, the efficiency differences among two groups of HRO are also compared. The empirical findings of this study are as follows:（1）For all HRO, scale efficiency is the main factor that cause the technical efficiency to be poor. The most influential variable is service quality for township HROs, and across period technical change is the main factor that cause the total factor productivity change to be down.（2）For group one of HRO, the main factor that cause the total factor productivity change decrease is across period technical change , but the other group is scale efficiency change.（3）In the different efficiency analysis, Shenkeng and Wulai HROs are the most efficient. It demonstrated that the HRO ‘s performance and scale is not direct proportion. There is necessity to improve the management strategy and resource allocation for poor technical efficiency of HROs.（4）The findings of the Tobit regression analysis reveal that, impact HRO’s efficiency factors include population to serve in the designated area, the density of population in the designated area and group of HRO, and there are significant impact on the HRO’s scale efficiency.

並列關鍵字

Household Registration Office ； Data Envelopment Analysis ； Malmquist Productivity Index ； Management Matrix ； Tobit Regression Analysis

參考文獻

1. 朱斌妤（民89），「電子化/網路化政府政策下行政機關生產力衡量模式與民眾滿意度落差之比較」，管理評論，第19卷第1期，頁119-150。

8. 許美珍（民94），「策略管理在政府再造工程的應用－以戶政作業為例」，國立臺北大學會計學系碩士論文。

11.彭乾銘（民94），「戶政事務所經營效率之研究」，亞洲大學經營管理研究所碩士

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