公部門創新服務之研究－以新竹市稅務局為例

本研究以新竹市稅務局為對象，分析其獲得三次政府服務品質獎的原因及具體做法，以提供其他政府機關參考。本研究以Bill Creech 的五大擎柱為分析架構，進行深入訪談，研究結果發現，新竹市稅務局落實了五大擎柱（組織、領導、流程、服務、承諾）的工作，透過標準化的處理機制（PDCA）不斷循環運作，達到全面品質的服務。新竹市稅務局的優異表現的具體做法在於：1.優秀的領導者：帶領機關進行內部組織再造，去股長層級，增加承辦人力，組織扁平化，創造機關核心價值，以「將心比心、貼心服務」理念提升機關的服務品質。2.訂定標準作業手冊建立服務作業流程。3.強化機關人員的教育訓練以提升服務品質。4.多面向的透過民眾的反映蒐集建議、全省的聯繫會議交流精進、到績優機關及企業參訪學習觀摩進行標竿學習、局內研究發展的提案來精進提昇創新加值服務。5.訂立完善透明的獎懲制度，透過公開方式表揚優異同仁，提升員工對機關產生認同感。

關鍵字

政府服務品質獎；全面品質管理；新竹市稅務局

並列摘要

The study analyzes why the Tax Bureau of Hsinchu City won three times of Service Quality Award of Government and provides suggestions for other agencies of public sectors. We adopts five pillars of TQM by Bill Creech as an analytic framework. The research findings show: Tax Bureau of Hsinchu City accomplished tasks of five pillars of TQM by continually using PDCA to upgrade the customer services. The procedures of upgrading customer service of the Tax Bureau of Hsinchu City are as follows: 1. Leadership: former leader reformed the organizational structure by reducing one level of structure and established core values of agency (emphathy and service) to enhancing services. 2. Setting up the SOPs for customer services. 3. Strengthening on-the-job training and education. 4. Increasing services by pools, exchanging ideas from other agencies, and benchmarking. 5. Establishing transparent and concrete incentive systems, by praising employees publicly to enhance the cohesion and recognition.