基層官僚提供線上申辦服務之評估：以臺北市政府為例

Evaluating the Street Level Bureaucrat Behavior in Online-service providing: The Case of Taipei City Government

廖洲棚(Zhou-Peng Liao)

《政策研究學報》 6期 (2006/06) Pp. 133-171

https://doi.org/10.7070/PR.200606.0133

摘要

在資訊時代，有愈來愈多的政府部門提供線上申辦服務，惟政府單位與學術界對線上申辦服務的研究，多以受服務民眾的接受度、滿意度及推動申辦件數等指標，做為服務品質良窳的判準，但對服務品質的主要關鍵者－基層官僚人員的看法卻鮮少關注。本文以臺北市政府為研究個案，依據計畫行為理論進行研究設計，方法上使用「因素分析」與「多元線性迴歸分析」等統計分析方法，逐步釐清基層官僚提供線上申辦服務的行為，是如何受到資訊系統、官僚權益、個人資訊行為的控制認知以及其政策意向等相關因素的影響。最後，筆者期望藉澄清基層官僚人員使用資訊系統的動態情境，能提供政府部門於未來推動相關資訊化政策的參考。

關鍵字

基層官僚人員 ； 線上申辦政策 ； 電子化政府 ； 計畫行為

並列摘要

There are more and more governments decide to provide online-service in the information age. For analysis the governmental online-service quality, either governments or scholars usually pay more attention on the service client side criteria, such as customer's satisfaction, acceptability and the quantity of online-services etc.. Comparatively, they pay less attention on the key actor behavior of online-service, the street level bureaucrat behavior. This article uses Theory of Planned Behavior to develop a research framework and design questionnaire. Statistic methods, such as ”Factor Analysis” and ”Multiple Linear Regression” are used to analysis the case of Taipei City Government online-service policy. The research findings not only help us to clarify the interactive relationship between the street-level bureaucrat, information system and governmental services, but also provide some helpful recommendations for public practicers.

並列關鍵字

Street-level bureaucrats ； Online-service Policy ； Electronic Government ； Theory of Planned Behavio

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