戶政事務所經營效率之研究

A Study on Operational Efficiency of Household Registration Office

彭乾銘(Chien-Ming Peng)

指導教授 ： 蔡碩倉博士

亞洲大學/管理學院/經營管理研究所/碩士(2006年)

摘要

行政革新建立廉潔、效能、便民的廉能政府，是政府多年來努力的目標，而建立電子化政府是行政革新政府再造較具成果之項目，其中又以戶政機關建置全國戶役政資訊系統較具成效。本研究即針對各級戶政事務所在電腦化後，進行經營效率分析，依文獻探討相關理論據以統計分析各級戶政事務所之經營效率，並嘗試建立一套理論與實務兼具之評估機制，對受評估單位提出建言。
本研究應用「資料包絡分析法」針對臺灣地區各鄉鎮市及臺北市、高雄市、福建省各戶政事務所進行抽樣，回收有效樣本計213家戶政事務所。資料來源為2004年12月各戶政事務所戶籍登記案件月統計表，投入項為人事費用、資本門費用與經常門費用；產出項為戶籍登記案件、戶籍行政案件、公文處理案件，進行整體效率、技術效率、規模效率之經營效率評估，並比較不同編制戶政事務所之成效差異，研擬改進建議。

研究結果發現：
一、在整體效率、技術效率、規模效率方面，甲級戶政事務所之效率最優，乙級戶政事務所之效率次之，丙級戶政事務所之效率較差。
二、政府推動戶政事務所全面實施戶政電腦連線，單一窗口整合業務在資源分配上尚能有效運用。各級戶政事務所在資源運用上有改善空間，應全面檢討，對成效不彰不符成本之便民服務措施，或與業務無關之活動、講習應立即停辦，避免浪費資源。
三、規模效率非造成整體效率不佳之主因，規模報酬遞增之甲級戶政事務所，應擴充其規模，規模報酬遞增之乙、丙級戶政事務所，因轄內人口數不多，增加其投入項，其產出項亦無法有效增加，可依轄區地理環境特性合併為一個戶政事務所，被合併之單位改為便民服務站，以提高經營效率。

關鍵詞：戶政事務所、資料包絡分析法、經營效率。

關鍵字

戶政事務所 ； 資料包絡分析法 ； 經營效率

並列摘要

It has been the goal of the government for years to become more capable and efficient under the administrative reform for the benefits of all citizens. Out of the government’s administrative reform and restructuring, setting up e-government is the one that stands out among other achievements, and within the e-government, the establishment of national household and military registration information system in every Household Registration Office is perhaps the most efficient. This study aims to conduct the analysis of operational efficiency on different levels of Household Registration Offices after their computerization by discussing related papers as theoretical foundation, and tries to set up an assessment mechanism that covers both theory and practicality with a view to bringing up suggestions and recommendations for the assessed units.
This study applies “Data Envelopment Analysis” to take samples of Household Registration Offices from every township in Taiwan area, Taipei City, Kaohsiung City and Fu Jian Province. There are total 213 effective Household Registration Office samples in return. Information resources come from the monthly statistical table of household registration cases in each Household Registration Office in December 2004. Input items are personnel expense, capital expenditure and ordinary expenditure; output items are household registration cases, household administration cases and governmental paperwork cases. The evaluation of operational efficiency is through the analysis of overall efficiency, technical efficiency and scale efficiency. The efficiency differences among different levels of Household Registration Office are also compared and improvements are recommended accordingly.

The findings of this study are as the following:
1) In respect of overall efficiency, technical efficiency and scale efficiency, Level One Household Registration Office is the most efficient, followed by Level Two Household Registration Office. The efficiency of Level Three Household Registration Office is relatively low.
2) The government’s promotion in implementing computerized household registration and single window service for various applications is rather efficient in terms of resources allocation. For Household Registration Office of different levels, however, there is still room for improvement in terms of the utilization of resources, and an overall examination should be conducted. Certain service measures, activities or seminars, which are meant to be beneficial to the public but are either not cost-efficient or irrelevant to the business, should be discontinued immediately to avoid any waste of the resources.
3) Scale efficiency is not the main factor that causes the overall efficiency to be poor. Level One Household Registration Office with increasing return to scale should be expanded while Level Two and Level Three Household Registration Office may be merged to become one since the increase of input items cannot efficiently produce the increase of output items due to not enough population to serve in the designated area. Based on the conditions of geographic environment and features, those merged units may be transformed into Public Service Stations to increase operational efficiency.

Key words: household registration office, data envelopment analysis, operational efficiency

並列關鍵字

household registration office ； data envelopment analysis ； operational efficiency

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