中央政府資訊委外之探討—以立法院為例

A Research on Information Outsourcing of Central Government – An Example by Legislative Yuan R.O.C.

葉豐嘉(Feng-Chia Yeh)

指導教授 ： 林耀欽

元智大學/資訊學院/資訊管理學系/碩士(2012年)

摘要

政府資訊委外已經蔚為風潮，且是國家總體政策之一，而各國電子化政府更進一步將提升資訊職能與資訊服務轉型列為重大資訊施政方針之一，我國資訊政策亦復如是。
國會資訊化表現之良窳常常為各國政府競爭力之評比對象，有鑑於此，立法院自從1999年成立資訊處以來至今，辦理資訊委外已逾10年，建立了50多項與立法業務相關之資訊系統，累積的經驗相當豐富，與廠商的關係也從早期的契約買賣關係演變成策略聯盟的默契夥伴，而立法院的資訊委外政策也逐項朝向整體委外的方向前進。
快速變遷的資訊產業，政府現有的資訊人力資源是否能因應？透過委外而取得政府所需的技術能力是否能滿足使用者的需求？資訊單位管理階層如何洞察資訊人力資源的運作與資訊服務品質的關係，以了解其中的差異及原委，實為擬定IT政策之重要參考依據。
管理界知名大師彼得杜拉克(Peter Ferdinand Drucker)曾說：沒辦法衡量，就沒辦法管理。本研究參考國內外多位學者所提出之資訊系統效能與服務品質衡量模式、及美國CIO Council之ITWCA 2006公布之IT職能，透過專家訪談，提出IT職能與服務品質關係之假設模型，後經ITSM使用者滿意度調查綜合分析後，發現管理階層對於績效的期望與實務有五項落差，分別是滿意度落差、期望資訊服務品質落差、IT職能配置認知落差、IT職能重要性認知落差、與專家及使用者對實務IT職能配置認知之落差。
本研究依據研究成果提出相對應改善建議事項，期望能提供立法院資訊管理階層人員管考之參考，並期望透過本研究成果，建議管理階層擬定IT政策時之參考。

關鍵字

資訊委外 ； 資訊服務品質 ； 資訊職能 ； 資訊委外關係

並列摘要

It has been a trend in government policy when it comes to information outsource. Recently, many other country have highly emphasized on the service satisfaction from users’ points of view and the related IT workforce accordingly. Our nation’s IT policy has been required to pay attention on these terms and to prepare a series of suits of solutions to this competitive and more complex environment.
Established in 1999, the Information Department of the Legislative Yuan is responsible for the development and maintainence of information systems and services in the competitive world-wide parliament performace especially on information technology. Accumulately, more than 50 information systems or services have been created to serve the related affairs of the congress. The experience is one of the most important assets for Legislative Yuan not only because of the plenty of information systems but the well-understood partnership with each other for the outsourced tasks, which is leading the IT policy of Legislative Yuan to a strategic view of overall outsourcing roadmap.
Confronted by the rapidly migration on information technologies, what does it take for the government to keep pace with them in order to leverage the overall competitiveness? What actions should be taken to deal with the upcoming challenges in the current IT workforce capability, in order to acquire the latest hi-tech experiences for the more agile application needs? How should the supervisors do to get insight of the relations between causes of the dissatisfaction on IT service and the IT workforces in consequence for the needs on refining IT policy?
Management consultant Peter Ferdinand Drucker once ever said, “If you can’t measure it, you can’t manage it.” References about the measurement on both IT workforce and quality of services submitted by many former researchers from different areas of domain knowledge are concluded in this thesis including USA CIO council ITWCA 2006 and papers published by our government on IT services.
Considerations on both IT workforce and quality of service from IT experts in Legislative Yuan summarized are made to be a hypothesis model for the comparison with what the users feel and think by using questionnaire survey on information system ITSM. Proven by expectations and practices both in experts and users, five different gaps are found to be significant in statistics such as gap on degree of satisfaction on quality of service, gap on acknowledgement of IT workforce, gap on acknowledgement of information quality of services, gap on the influence of the external communications, and gap on the relationship in reality of IT workforce task allocation.
Recommendations made as a series descriptions to each gaps are expected to managerial level experts in department of information in the Legislative Yuan for further and permenant improvement process reference to the current IT policy and human resource management in pratice.

並列關鍵字

Information Outsourcing ； Quality of Information Service ； Information Technology Workforce ； Relationship of Information Outsource

參考文獻

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