我國海岸巡防署創新服務變革之研究―以南部地區巡防局為例

在現今全球競爭力及社會文化快速進步及變遷下，國人對行政機關施政作為與服務品質的要求與觀感也不斷日漸提升，海巡署為行政院二級行政機關，自成立到現在對海域捍衛國家之主權、維護漁民權益、執行拯救海難任務都發揮了很強大的力量，同時以專業的精神積極投入救生救難、海洋保育等任務，這些都是不同於其他機關的為民服務工作。本研究以海岸巡防署海岸巡防總局南部地區巡防局為研究個案，利用文獻上的理論分析及深度訪談等方式，探討南部地區巡防局代表參加「第二屆行政院政府服務品質獎」第一線服務機關，得獎過程分析，觀察其精進之處，並經實地觀察及訪談後有幾點重要發現：一、海巡署推動為民服務工作是全面性的，是在真正落實「以民為尊」的服務理念。二、以ISO的核心理念，訂定了為民服務工作四大方針及十二項未來努力方向。三、真正的為民服務措施，是在得獎之後才開始的，不是以得獎為主要目的，而是要真正的達到永續、長久的為民服務。四、四大服務理念「親民海巡、聞聲救苦、服務為樂、活力海洋」，透過檢測、評核、矯正、督導複查，持續改善，建立一個有「品質的、環保的、安全的、數位的」全方位、四合一的e化新海巡。五、為民服務的過程：凡事起頭難，從無心到有心，從假意到真情，期望真正落實「以民為尊、持續精進」之目標，讓大家一起見證海巡服務的蛻變與用心。

關鍵字

海岸巡防署；行政院服務品質獎；創新服務；南部地區巡防局

並列摘要

In today’s global competitiveness and rapid progress of socio-cultural, people on the executive administration and the perception of service requirements is rising. Coast Guard Administration is secondary administrative organ, since its establishment up to now, it has played a very powerful force whatever on waters against defending national sovereignty, maintaining fishermen interests and performing tasks shipwreck. At the same time, it involved in the spirit of professional life saving rescue, marine conservation and other tasks, which are different from the other organs of public service work. In this study, the department of Coast Guard Administration, the Coast Guard Patrol Office for the Southern District is chosen as the case. Theoretical analysis and depth interviews of the literature are used. To explore the Southern Coastal Patrol office attended the “Second Session of the Executive Yuan Government Service Quality Award” as the first-line services agency. To analysis its winning process, observe the sophistication of the department. By field observations and interviews there are several important discoveries: 1. Coast Guard Administration is working to promote a comprehensive public service, and it is real implementation for the “respect to people” of the service concept. 2. ISO is used as the core concept, furthermore set four objectives and twelve future striving directions for public service jobs. 3. The real public service initiatives are started after the award, the main purpose is not to win the award but to truly achieve sustainable, long-term public service. 4. The four service concepts are “The People First Coast Guard”, “Heard Revered”, “Services for the Happiness”, and “Vibrant Ocean”, through the detection, assessment, correction, supervision review, continuous improvement, hope to establish a “quality”, “environmental”, “safe”, and “digital”, four-in-one, a new comprehensive e-Coast Guard. 5. The process of public service: everything is difficult to begin, from unwilling to voluntary, from hokey to sincerely, hope truly implemented, “Respect for the People, the Goal of Continuous Improvement”, so that everyone can witness the evolution of Coast Guard service and ambition.