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  • 學位論文

我國政府機關簡政便民措施之研究--以新營監理站為例

Study on the simplification of the administrative procedure of government institutions for public convenience - take DMV of Sinying district as example.

指導教授 : 謝敏捷
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摘要


公共管理理論自 1980 年代蓬勃發展,主張公部門師法企業而引進企業管理精神,藉以改進績效不彰的精神。就以公路監理機關而言,99年10月交通部委託精湛股份有限公司針對「公路總局監理所(站)服務品質滿意度調查成果報告」,可以看出顯示的成效,政府所做的努力,雖已獲得多方肯定,至今無論在提升效率及服務品質方面,已有相當具體的成果,惟公路監理單位管理全國車輛及駕駛人的業務,影響每一位車輛駕駛者、擁有者及道路使用者,關乎民眾日常生活中「行」的安全甚鉅,故公路監理單位各項服務深深影響民眾對政府的觀感與印象。尤其自1980年代以來,利用科技創新改革,實施簡政便民措施,而這些措施是否能獲得民眾口碑,是否滿足民眾的需求,有待透過認知、評價,作為提升服務品質的參考。 根據受訪者的看法與分析結果以及民眾所建議事項,本研究提出相關建議,對政府的建議方面有:一發揮政府「領航者取代操槳者」的精神。二、公開透明化原則。三、審慎稽核監督原則。對監理機關的建議方面有:一、落實公路監理人員工作創新之推展,發揮個人潛力與創新能力。二、提升員工的服務品質與工作滿意度,進而提升整體為民服務的效能。三、分散民眾等服務時之注意力。四、加強推動語音、網路、轉帳、通訊、傳真、委託辦理服務。五、機關應寬列預算充實各項設備。六、改善監理單位的聯外交通。七、建構完成車輛委外代檢督導查核機制。八、適時修改不合時宜監理法令。九、透過腦力激盪簡化申辦手續。十、加強播放監理業務新措施宣導訊息。十一、因委外業務所面臨的「組織精簡」問題,應對組織人員培養正面積極的情緒。對監理人員的建議方面有:一、積極參與研發,以激勵發揮個人潛力提高工作創新之能力。二、改善工作投入之創新思維。三、培養適當休閒活動以紓解身心壓力。 關鍵字:簡政、便民服務、服務品質

關鍵字

簡政 便民服務 服務品質

並列摘要


Public management theories boomed in the 1980’s, claiming that public sector shall learn from administration at private businesses in order to improve the poor performances. In light of motor vehicle office institutes, Ministry of Transportation and Communications consigned Jin Zhan Co., Ltd. to conduct “report on satisfaction survey on service quality of motor and vehicle offices, Directorate-General of Highways. From which, one can see performances from efforts of the government. The public was satisfied with better efficiency and service quality. Yet, Directorate-General of Highways governs vehicles and drivers in Taiwan and has direct contact with vehicle owners and road users, which has much to do with security of transportation in daily life. Therefore, services at motor and vehicle offices significantly affect viewpoints and impressions of the public on the government. Since the 1980’s, technical innovation has been introduced to simplify the work. Cognition and evaluation is required to know if such measures do satisfy needs of the public to be reference of improving service quality. Suggestions are given to the government subject to comments of the public, results and people’s suggestions: 1. to exert the spirit of navigator in place of controller of the government, 2. principles of openness and transparency, and 3. principles of due audit and supervision. Suggestions to motor and vehicle offices: 1. due promotion on innovation in work by personnel to develop individuals’ potential and innovation abilities, 2. improving personnel’s service quality and job satisfaction for better overall service performance for the public, 3. distracting people’s attention while waiting, 4. enhancing services of voice, network, transfer, communication, fax and consignment, 5. higher budget for required facilities, 6. improving outside traffic of offices, 7. completing outsourcing supervision and audit system on vehicles, 8. amending inappropriate laws and regulations, 9. simplifying procedures by brainstorming, 10. enhancing publicity of new measures, and 11. training positive attitudes of personnel due to “downsizing”issues from outsourcing. Suggestions to personnel: 1. aggressive participation in R&D to develop potential and improve innovation at work, 2. improving innovation thoughts in job commitment and 3. having appropriate leisure activities to release pressure. Keywords: simplified procedures, facilitating services for people, service quality

參考文獻


李武育、易文生,「政府機關施政績效評估之現況與展望」,《研考雙月刊》,第31 卷,第2 期,頁3-12, 2007年。
一、中文書目
江岷欽、劉坤億,《企業型政府-理念、實務、省思》,台北:智勝文化(1999)。
吳定編著,《公共政策》,台北:國立空中大學,2009。
吳瓊恩等,《公共管理》,台北:國立空中大學,1990。

被引用紀錄


劉秀月(2015)。綜合所得稅申報簡政便民措施之研究〔碩士論文,國立中正大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0033-2110201614005975

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