影響戶籍登記跨域跨區有效服務因素之研究 --以新北市中和戶政事務所為例

A Study of Factors Affecting the Effectiveness of Cross-regional, Cross-district Household Registration Services – the Example of Zhonghe Household Registration Office in New Taipei City

曾雅莉(YA-LI TSENG)

指導教授 ： 翁興利

國立臺北大學/公共事務學院/公共行政暨政策學系碩士在職專班/碩士(2016年)

摘要

因應科技發展及民眾需求，各項戶政業務開放異地辦理為時勢所趨，在有限經費及總員額不變的情況下，如何有效服務並創造更大效能，本研究希冀找尋戶籍登記跨域跨區服務時，影影響有效服務之關鍵因素，俾利將關鍵因素融入規劃戶政服務方案中予以推動執行，使戶政服務發揮綜效。
本研究主要研究問題如下：
一、探討影響戶籍登記跨域跨區服務的關鍵因素。
二、探討影響戶籍登記跨域跨區服務關鍵因素之間的相對重要性，使各戶
政機關將既有的資源及人力投注於相對重要的關鍵因素上。
三、探討影響因素之間的因果關係，瞭解關鍵因素的相互關聯程度，據以審視並研擬相關因應策略之參考。
本研究對象係以新北市雙和(中和、永和)戶政事務所120位戶政相關人員為專家問卷發放之對象，渠等人員於實務上較有操作經驗及專業，並以新北市為個案討論對象。
本研究採用文獻分析法，專家問卷發放並透過DEMATEL分析方法，歸納出「人力配置」、「實務作業」、「資源配置」、「責任歸屬」四大構面及10項關鍵因素，藉由文獻分析法確認出影響跨域跨區有效服務的各項因素，透過該因素設計DEMATEL問卷，運用決策實驗室研究法，分析10項關鍵因素因果關係彼此關聯度及影響度；最後將資料彙整分析後，再依分析的結果提出研究結論與建議，以整合政府不同部門的社會福利資源，讓資源更有效利用。

關鍵字

戶政 ； 決策實驗室分析法

並列摘要

In response to technological development and public needs, opening up applications for various household registration services outside of the city of household registration has become the trend of the times. How to provide effective service and to boost service efficacy with limited funds and unchanged number of personnel has become the key. The study hopes to find the critical factors affecting service effectiveness in conducting cross-regional, cross-district household registration services so as to incorporate these factors into household registration service planning and implementation to produce the best possible combined effect for household registration services.
Issues explored in the study were as follows:
1.Examining critical factors that affect cross-regional, cross-district household registration services.
2.Investigating the relative importance among critical factors affecting cross-regional, cross-district household registration services to enable household registration authorities to pour existing resources and personnel into relatively important factors.
3.Probing into the cause and effect relationships among influential factors to understand the degrees of correlation among these factors to serve as reference in examining and formulating related response strategies.
In the study, copies of an expert questionnaire were distributed to 120 household registration-related personnel at Zhonghe Household Registration Office and Yonghe Household Registration Office in New Taipei City, who were practically more experienced and professional, and New Taipei City was taken as the focus of discussion.
Using the document analysis, the distribution of an expert questionnaire, and the DEMATEL method, the study summed up 4 dimensions – “manpower allocation”, “practical operation”, “resource allocation”, and “responsibility attribution” – and 10 critical factors. Through the document analysis, the factors affecting the effectiveness of cross-regional, cross-district services were identified. Designing the DEMATEL questionnaire based on these factors and utilizing the DEMATEL method, the cause and effect relationships, the degrees of correlation, and the degrees of influence among the 10 critical factors were analyzed. Finally, after the data were compiled and analyzed, conclusions and suggestions were made according to the outcomes, integrating social welfare resources for different government departments to allow for more effective use of resources.

並列關鍵字

Household ； Evaluation Making Trial and Laboratory

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