我國公部門創新服務態樣之分析─以政府服務品質獎為例

An Analysis of Innovative Service Patterns of Public Sectors in Taiwan: A Case Study of Government Service Quality Awardees

謝富雄(Fu-Hsiung Hsien)

指導教授 ： 劉峯銘

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2015年)

https://doi.org/10.6833/CJCU.2015.00193

摘要

隨著社會環境急速變遷與時代趨勢轉變，民眾對於政府機關服務品質的需求日漸升高，現在民眾對政府機關提供服務的訴求，已經由〔量〕的需要演進到〔質〕的需求。所以如何全面性提昇行政機關服務品質，提高民眾的認知與滿意度，是執政者首要議題，也是選民檢視執政者政績重要指標。行政機關為人民所提供的服務不單單僅從供給者的角色作出發，必須以民眾的角度去思考服務提供的方式與範圍。但因行政機關長期以來的慣性思考模式與舊官僚體系層級所產生對創新的抑制，應如何導出創新的便民服務作為及心態，是現階段執政者必須突破的核心重點。
從西元1980年代以來，全球歷經全球化與知識經濟潮流洗禮，「創新服務」已成為對於政府機關或民營企業提昇其服務績效與延續組織生存的重要因素之一。
「政府服務品質獎」被視為國內行政機關服務品質競賽的最高榮譽，譽稱為政府機關的奧斯卡金像獎，也是創新服務案例最密集的資訊所在。本研究以獲獎機關為研究對象；在研究方法上則以文獻內容研究分析法為主、次級資料研究分析法為輔，就各獲獎機關參獎申請書所載的創新服務案例進行創新樣態的彙整歸類及說明。
本研究發現：
1、 國內獲獎機關依分類包含六種創新服務樣態，以服務流程創
新最 多：
(1) 服務觀念。
(2) 服務流程。
(3) 服務項目。
(4) 組織結構。
(5) 服務市場。
(6) 政策行銷方式。
2、國內獲獎行政機關的發展現況包含：
(1)重視提供民眾的創新服務。
(2)重視跨機關之間功能整合。
(3)運用資訊科技創新為民服務。
(4)獲獎行政機關受民營企業經營。
(5)行銷的模式影響顯著且皆在政策行銷方式上有所創新或改善。

關鍵字

創新 ； 行政機關創新 ； 政府服務品質

並列摘要

With the rapid change of the society and the transformation trend of the times, people demand the quality of services from the government are rising. The requirements from the public for providing services to the government were already evolved from quantity to quality. So how to comprehensive upgrade the service quality of the executive also increase awareness and satisfaction from the public is the main issue for rulers. The service provided from the administrative organization can't not just as a provider ,also have to as the position of the public to figure out the way to offer service and range it. But the executive are used to thinking by inertia, also, because of the bureaucracy hierarchy caused to the limit of creative, therefore, how to lead innovation and make the service more convenience and attitude is the core focus.

Since 1980, through the global trend of economic globalization and the knowledge of baptism, "innovative service" improve service performance and the continuation of survival in the organization has become an important factor for the government agencies or private companies.

"The Government Service Quality Award" as the supreme honor administrations and service quality competition, known as government agencies academy awards, and that is the most intensive information of innovation services cases. In this thesis, the agencies who is the award winner is the object for studying. About the literature content analysis methods are based on the research method, secondary data analysis method, supplemented on various parameters award winning organs contained in the application of innovative services for innovative cases of aggregated classification and description.

The agencies that were awarded in accordance with the categories to include six kinds of services innovative, and innovation in service process were the greatest, Including:
1.The concept of service.
2.Service processes.
3.Service items
4. Organizational Structure
5. Services market
6. Policy marketing mode

Status of the development of domestic winning-executive Including:
1. Attach importance to providing innovative services for the public.
2. Attach importance to cross-functional integration between agencies.
3. Use information technology to serve the public.
4. Winning-executive are running by the privately owned enterprise.
5. Has great influence on marketing mode also has improvement and creative on policy marketing.

並列關鍵字

Innovation ； Administrative organ Innovation ； Government Service Quality

參考文獻

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