政府服務便利商店化的可行性分析

成征洋(Chen Yang)

指導教授 ： 范錚強

國立中央大學/管理學院/管理學院高階主管企管碩士班/碩士(2008年)

摘要

97年1月起交通部公路總局與便利商店合作，現在民眾只要至樓下的便利商店即可完成駕、行照換發等監理的業務，完全不再受時間與空間的限制。政府在積極導入電子化後，目前各政府機關部門在處理民眾事務時民眾只需要面對單一的窗口，文件就得以在不同單位間順利傳遞、辦理。
當然單一窗口只是電子化政府再造的第一步，未來應朝向結合民間力量，讓已完成的單一窗口的電子化政府延伸至民眾的生活環境中，讓民眾感覺政府的服務無所不在。目前電子化政府所使用的認證憑證之一『自然人憑證』由於推廣效益從便利性、效益性及實用性來看皆未如預期，所以如何結合民間便利商店的便利性及小額付款的優勢功能，來提升憑證的使用率並強化電子化政府的整體經營效益。
本研究的目的在參考電子化政府與便利商店的發展方向從市場面、技術面、效益面及法令面等四個客觀的面向討論，是否可落實電子化政府便利商店化。這樣不但可以讓政府的服務櫃檯延伸至民眾的生活範圍內並提供24小時的服務外，亦能縮短民眾目前所面臨的數位落差問題。
最後希望此研究的結果可提供主管機關與相關業者參考，不但可提升政府便民服務的效能與競爭力外，亦可提升民間企業的經營績效，以達到民眾、企業及政府三贏的境界。

關鍵字

創新服務 ； 便利商店 ； 自然人憑證 ； 電子化政府

並列摘要

During the past two decades, the Taiwanese government has been attempting to improve its services by exploiting the rapid development of information technologies. It now hopes to provide e-government service through a “single window service” concept, which integrates services traditionally provided by different governmental agencies, such that the publics can receive one-stop shopping services. Starting January 2008, one can apply for driver license, vehicle license and other motor vehicle related affairs through nearby 24-hour convenience stores located throughout the country. This is break-through, in that government services is now not limited by distance or time.
Single window service is the first step of e-government. In the future, more resources of the private sector companies can be further integrated into the government’s service strategy. However, some government services involve sensitive information. Currently, the Ministry of Interior Affairs issues Citizen Digital Certificates, which are PKI-based (Public Key Infrastructure) digital certificates, to any citizen in Taiwan, under the e-government initiatives. The certificates provide an opportunity for secure on-line transactions. However, it is not as popular as expected now, probably because of inconveniences in application and lack of killer applications.
The study attempts to integrate the digital certificate into e-government services, and propose a solution such that 24-hour convenience store can securely provide various services, even with high security requirements, beyond that of the current motor vehicle related services. The feasibility of the proposed solution is examined from various perspectives, including market, legal, technical, and economical.
The solution provided by this study can be a reference by other private sector companies to assist in the e-government initiatives. It can achieve a win-win-win situation, whereby the government and private sector companies can collaborate to provide better service for the publics. This may increase the competitiveness of the government and provide innovative business opportunities for private sector companies.

並列關鍵字

innovative service. ； convenience store ； Citizen Digital Certificate (CDC) ； e-government

參考文獻

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