臺北市戶政事務所的服務品質,長期獲得大多數市民的肯定,然而在民眾的需求不斷增加及上級機關提升服務品質方案的要求下,除法令規定應執行的業務外,又創設多項服務措施,額外增加許多業務工作,在資源有限的情形下,臺北市戶政事務所應如何作為,才能有效運用有限資源提供最優質的服務,實為臺北市各戶政事務所應注重的焦點,也是本論文研究之目的,所以本文藉由探討新舊制提升服務品質方案的差異與變革重點?提升服務品質方案對於臺北市戶政事務所辦理登記婚業務的影響以及登記婚制度對戶政工作執行的影響等面向,來探討提升服務品質方案影響戶政事務所工作執行的情形,以提供戶政事務所推動相關業務工作應有作為之建議及參考。 本研究所採取的研究方法為:文獻分析法與問卷調查法。在文獻分析方面,主要搜集行政院研考會頒訂之「提升服務品質方案」及臺北市戶政事務所辦理結婚登記業務資料及過去相關研究加以整理;問卷調查方面,則採全面普查臺北市戶政人員的方式進行。經調查後,本論文研究發現如下: 一、新制提升服務品質方案有三大變革重點:(一)改依機關屬性劃分評獎類別(二)減少評獎指標項次(三)評分方式具體量化。 二、臺北市戶政人員對於提升服務品質方案重視的評核指標係依戶政業務特性而定,並與服務品質方案評核指標配分高低具一致性。 三、提升服務品質方案對登記婚業務的影響包括:制度面、管理面及人員面的影響。不同個人背景因素有不同的看法。 四、登記婚制度對於戶所工作執行的影響包括:流程改進、電子化應用及工作創新的影響。不同個人背景因素有不同的看法。 本論文研究結論就戶政事務所辦理登記婚業務應有作為及提升服務品質方案等面向,提出相關建議。 關鍵詞:提升服務品質方案、服務品質、戶政機關、結婚登記
Citizens have approved service quality of household administration bureaus of Taipei City. With increased demand from citizens and requirements from competent authority on enhancing service quality, more services are required, resulting in more work. Under limited resources, household administration bureaus in Taipei City shall pay attention to how to make best use of limited resources to provide quality service. This is also the goal of the study. The author explores how quality improvement affects household administration bureaus of Taipei City with discussions on differences and key points in reform of old and new quality improvement programs and how the program affects marriage registration in household administration as well as how marriage registration affects household administration. The findings will be suggestions and reference for household administration bureaus. Study methods include literature analysis and questionnaire survey. In the former, the author collects information on Service Quality Improvement Program by Research, Development and Evaluation Commission, Executive Yuan and marriage registration at household administration bureaus of Taipei City as well as earlier studies. In the latter, complete census is made to personnel at household administration bureaus of Taipei City. The findings include: 1. Three major changes in the new service quality improvement program—(1) reward types under nature of institutes, (2) reduction of reward assessment items and (3) quantified assessment. 2. Assessment indexes of personnel’s attention to the program at household administration bureaus in Taipei City are subject to nature of household administration and correspond to assessment index scores in the program. 3. Service quality improvement program affects system,management and personnel.People with different backgrounds have different viewpoints. 4. Marriage registration affects process reform, e-application and work innovation in household administration.Peoplewith different backgrounds have different viewpoints. Suggestions are proposed on countermeasures on marriage registration in household administration and dimensions in service quality improvement program. Keywords: service quality improvement program, service quality, household administration bureau,marriage registration.
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