以電子治理角度探討政府部門客服中心之建置─以台中市政府為例

Exploring the establishment of call centers in governmental sectors from the perspective of e-governance- An example of Taichung City Government

黃惠敏(Hui-Ming Huang)

指導教授 ： 謝俊宏

國立臺中科技大學/資訊學群/資訊科技與應用研究所/碩士(2010年)

摘要

近年來，政府服務的品質不斷地被檢討，服務導向、以民為主及單一窗口整合式服務等觀念亦逐漸被導入。公部門在所有群體中是一個最基本以及具有支配地位的服務領域，並提供滿足社會經濟等各方面需要的政府服務。政府部門要能迅速、正確且有效地解決民眾的問題，讓民眾可以期待與信賴。
在提昇政府服務品質的過程中，電子化政府的推動扮演了重要的角色，不論是政府網路基礎建設與政府網路應用推廣等，大多已有相當具體的成果。從以往的政府業務電子化、電子化的政府服務，到現今許多學者所提倡的電子治理（e-governance）概念，政府部門不僅要進行系統整合以利簡化流程，使民眾容易享有政府提供的各項服務，更要發展主動服務、增進社會關懷及擴大公民參與。在強調與民眾互動的服務模式中，為了使民眾以最便捷的管道來進行諮詢與意見反應，並從單一窗口得到多種或整合的服務己是政府部門的重要課題，因此效法民間企業建立客服中心（call center）來提供全方位服務，以強化政府機關服務品質的概念即應運而生。
　　由於建置客服中心已成為政府部門的趨勢，本研究將先就政府治理、電子化政府、電子治理及客服中心等概念進行探討，並將以台中市政府為例進行深入剖析，透過觀察、資料蒐集與案例分析作為本研究的依據，以進一步了解政府部門如何藉由客服中心的建置與營運來實現電子治理，同時將本研究的結果作為其他政府部門思考如何營運客服中心的基礎。

關鍵字

電子治理 ； 電子化政府 ； 客服中心

並列摘要

During recent years, governmental service quality has been reviewed constantly. The concepts such as Service-Oriented (SO), People-Oriented, and Integrated One-stop Services have also been introduced gradually. Among all the entities, public sectors form the service scope that is the most fundamental and has a dominant status, providing governmental services for satisfying the needs in social or economic aspects and so on. Governmental sectors should be able to solve the public’s problems promptly, correctly and effectively, so that people can expect to rely on them.
In the process of enhancing governmental service quality, the promotion of e-government plays an important role. No matter in the infrastructure of governmental networks or in the promotion of governmental network applications and so on, concrete results have shown mostly. From the previous e-government operations and e-government services until the e-governance concept advocated by many scholars at present, governmental sectors should not only undertake system integration helpful to procedure simplification for letting people easily enjoy various kinds of services provided by governments, but also should develop active services, enhance social care and expand citizen participation. In terms of the service pattern that emphasizes the interaction with the public, the important issue for governmental sectors lies in how to let people get multiple or integrated services through one-stop services, so that people can make enquiries and give feedbacks through the most convenient channels. Therefore, a concept that intends to reinforce governmental institutions’ service quality was born accordingly, in which comprehensive services should be provided by the imitation of building call centers as the enterprises in the non-governmental circles have done.
　　Because building call centers has become a trend in governmental sectors, in this study, the concepts such as governmental governance, e-government, e-governance, and call center were explored first. Also, based on Taichung City Government as the example, deeper analyses were undertaken, to be the basis for this study, through observations, data collections and case analyses. Thus, further understanding would be obtained, regarding how to carry out e-governance through the establishment and operations of call centers. Meanwhile, the study results could be provided as the basis for other governmental sectors to think over how to operate call centers.

並列關鍵字

e-governance ； e-government ； call center

參考文獻

5.孫本初、鍾京佑，治理理論之初探：政府、市場與社會治理架構。公共行政學報，16，107-135，民94

10.黃金福，IT治理應用於電子化政府資訊組織設計之個案研究－以政府某機關辦理資訊改造為例，碩士論文，政治大學所，民95

11.黃朝盟、黃東益、劉宜君，我國電子化政府之影響評估，行政院研究發展考核委員會委託研究報告，民96

18.Brown, Mary Maureen ( 2003), Technology Diffusion and the ‘Knowledge Barrier’: The dilemma of stakeholder participation, Public Performance & management Review, Vol. 26, No.4, pp.345-359

22.M.S. Haque (1996), Public service under challenge in the age of privatization, Governance 9 (2) 186–216.