- 學位論文
身心障礙者交通服務之研究—以南投縣溫馨巴士交通服務為例
The Transportation service for disabled people—A Case study of Wen-Xin paratransit service project of Nantou county Government
摘要
本研究以南投縣溫馨巴士交通服務為例，旨在探究方案可能隱含的理念，以及服務輸送過程中，使用者的經驗。研究對象係以方案使用者、服務行政人員、決策者及中介團體為主，主要採質化研究法，除文獻探討和文件分析外，主要係採個別深度訪談，接受訪談者包括12位方案使用者、2位行政服務人員、2位決策者及7位中介團體代表。 本研究主要發現包括： 一、方案隱含的理念包括：補充性功能、裁量性的觀念、醫療復健取向、特殊化 取向、福利取向。 二、使用者在服務輸送過程的經驗分析中，可以區分為資源可獲取性、可及性面向、可責性面向、整合性面向及連續性等五個面向。在資源可獲取性面向上，歸納整理為（一）一般化交通服務資源的缺乏。（二）方案服務量能不足。在可及性面向，歸納整理為（一）資格門檻上：（1）使用對象未細分，只要有手冊均可提出申請使用，致使不需要此項需求的障礙者亦提出使用的情形，或者有此項需求者，卻無法進入服務系統的問題。（2）實際需要之個案，因無障礙手冊，無法取得資格者。(二)立即性不足(三)無法滿足固定需求者。(四)專線電話撥打不易(五)使用用途之侷限性。(六)接送及路線的安排(七)服務時間的限制上(八)經費的來源上，非完全由障礙者負擔。(九)對於費率設定的考量因素，計有（1）資源有效利用。（2）便利性（3）使用頻率（4）應具福利性質。（5）使用者經濟狀況。在可責性的面向上，歸納整理（一）申訴及決策參與的管道有待加強。（二）透明化機制待加強（三）對司機的監督機制不足。在整合性面向上，歸納整理（一）與網絡單位之間的整合性不足。（二）政府部門間整合之加強。在連續性的面向上，歸納整理（一）使用機會的不確性，且缺乏連結其他交通工具的機制。(二)單向作業，欠缺以個案為主的連續性服務機制。(三)不準時的接送，導致障礙者生活安排被切割。 基於上述研究發現，提出建議如下，以期促進身心障礙福利之發展： 在理念方面(一)政府應將障礙問題從個人歸因，改變從社會制度及環境歸因的角度，進行思維，調整政府的角色及責任(二)政府應該避免把特殊化交通服務，視為唯一且合適於身心障礙者的交通服務政策，更必須落實一般大眾交通運輸無障礙的環境。(三)政府應更積極投注特殊化交通服務資源，以讓障礙者有更多元的選擇機會。(四)特殊化的交通服務應該是全面性的，而非僅限於生活某幾個層面。(五)加強社政部門與交通部門間之合作及角色，建議社政部門扮演單一窗口及協助倡導，建立起溝通平台(六)建議交通部門將特殊化交通服務納入推動之範圍。 在服務輸送方面，在資源可獲取的面向上，建議增加服務供給者及服務量能、推動一般化交通服務為主軸，以特殊化交通服務為額外的交通服務、建立多元化的交通服務機制。在可及性的面向上，建議資格門檻上（1）詳細區隔使用之障礙類別、（2）放寬服務規定各項限制、（3）結合科技資訊管理，增加排班效能、（4）經費來源，期使能逐步回歸公務預算編列、（5）費率之擬定，應以大眾運輸為比較基準，非以計程車為規範基準。在可責性的面向上，建議（1）建立定期諮詢機制以及監督組織，增加身心障礙者的參與。（2）運作過程建立透明公開機制，尤其排班過程之選擇機制，應公告週知，藉以監督。（3）對服務品質之監督機制。（4）對司機及服務人員在身心障礙福利服務上認知之訓練。在整合性面向上（1）與服務網絡內之相關組織建立溝通機制。（2）社政部門建立溝通平台，整合政府內社政及交通部門。在連續性的面向上（1）落實事前告知預約車輛之狀況。（2）建立以個案為主的連續性的服務機制。（3）制定接送準時之標準。
並列摘要
This research utilizes Wen-Xin paratransit service of Nantou county as a case study to investigate the implied concepts behind the project and the users’ experience in the process of the transportation service. The research subjects are mainly project users, administrative personnel of the service, decision makers and intermediate organizations. A small-scale qualitative study will be adopted to explore the issues around Wen-Xin paratransit service. 12 project users, 2 administrative service personnel, 2 decision makers and 7 representatives from intermediate organizations were interviewed through one-on-one in depth interview. The major findings of this research include: 1. The implied concepts of the project include: supplementary function, concept of administration discretion, medical rehabilitation-orientated concept, specialization-orientated concept, and welfare-orientated concept. 2. In the analysis of the user experience in the process of transportation, services can be distinguished into the following five dimensions: resource attainability, accessibility, accountability, integration ability and continuity. In the aspect of resource attainability, the analysis can be generalized as follows: 1. The insufficiency of general public transportation service resource; 2. Insufficiency of project service capacity. In the aspect of accessibility, the analysis can be generalized as follows: 1. On qualification threshold: (a) Service object is not precisely identified, anyone with the disability handbook can apply for use. As a result, disabled persons with no immediate use of the project were also applying for the service while persons with urgent needs were unable to access the service system. (b) Cases with real needs cannot obtain qualification for the service due to the lack of the disability handbook. 2. Insufficient immediacy with the service. 3. The service cannot satisfy those with regular needs. 4. The service hotline is difficult to connect through. 5. The restriction of the purpose of utilization. 6. The arrangement of pickups and routes. 7. The limitation of service time. 8. The funding of the service is not totally paid for by disable persons. 9. The concerning factors when setting price are: (a.) The effective use of resources; (b.) Convenience; (c.) Frequency of use; (d.) it should be welfare in nature; (e.) The economic situation of the users. In the aspect of accountability, the analysis can be generalized as follows: 1. Improvements in the channel of complaint and of the decision making process. 2. Improvements in implementing transparent mechanism to the system. 3. Insufficient monitoring mechanism of the drivers. In the aspect of integration ability, the analysis can be generalized as follows: 1. Insufficient integration with other network units. 2. Improvements in the integration of governmental units. In the aspect of continuity, the analysis can be generalized as follows: 1.uncertain use of the paratranist service as well as the lack of connection to other transportations. 2. One-way operation, lacking in case-oriented continued service mechanism. 3. Unpunctual pickups, resulting in the disruption of the scheduled arrangement of the disable persons. Based on the aforementioned findings, the research proposes the following suggestions in order to facilitate the development of disability welfare: 1. The government should shift the attribution of disability problem from an individual to the social system and the environment; moreover, it should also adjust its role and responsibility in accordance. 2. The government should avoid considering specialized transportation service as the only transportation service policy suitable for disabled persons. It must also implement barrier-free environments in public transportations. 3. The government should actively invest in specialized transportation service resources in order to offer disabled persons more options. 4. Specialized transportation service should be comprehensive, instead of being restrictive. 5. The government should enhance the co-operation and the role of the social policy department and the transportation department. This research suggests that social policy department acts as the only door and the provider of assistance in order to establish communication platform. 6. Furthermore, the research advocates the transportation department for including specialized transportation services into their projects. In terms of service delivering, on the aspect of resource attainability, the research believes that in order to establish a multi-dimensional transportation service system, the government should increase service providers and service capacity and promote general transportation as the main avenue of transportation service with specialized transportation service as supplementary. On the aspect of accessibility, this research recommends the following to maintain qualification threshold, 1. to differentiate the disability categories of users in detail, 2. to loosen the restrictions in service regulations, 3. to integrate with technological information management to enhance scheduling efficiency, 4. to list the source of funding incrementally in public service budget, 5. to standardize the rate of fare based on public transportation’s instead of on taxi’s . On the aspect of resource accountability, the research suggests 1. to establish routine counseling mechanism and monitoring organization to increase the level of involvement of the disabled persons. 2. to initiate transparent mechanism in the operation process, especially the selection mechanism in scheduling process as a way of monitoring . 3. To monitor the quality of service. 4. to train drivers and service personnels the knowledge of welfare for the disabled persons. On the aspect of integration ability, the research indicates 1. to establish communication mechanism between the competent organizations in the service network. 2. To build communication platform to integrate the social policy department and transportation department in the government. On the aspect of continuity, the research recommends 1. to implement the notification of the booked vehicles’ condition in advance. 2. to provide continual service mechanism centered on the case. 3. To set up the standard of punctual pickup.