「求實際」或「趕流行」？---公部門組織創新採行之研究—以台北市政府網路申辦服務為例
學年 97
學期 1
出版（發表）日期 2009-01-01
作品名稱 「求實際」或「趕流行」？---公部門組織創新採行之研究—以台北市政府網路申辦服務為例
作品名稱（其他語言） Public Sector Innovation Adoption---A Case Study of Online Services in Taipei City Government
著者 曾冠球
單位 淡江大學公共行政學系
描述 計畫編號：NSC98-2410-H032-017 研究期間：200908~201007 研究經費：379,000
委託單位 行政院國家科學委員會
摘要 受到「新公共管理」 (new public management) 或「政府再造」 (reinventing government) 改革運動之影響，近三十年來各國政府普遍致力於公共服務創新。儘管如 此，由於傳統上公部門是財貨與服務壟斷性提供者，公部門創新很自然被視為一種「非 必須奢侈」 (optional luxury) 或「額外負擔」 (added burden)。理論上，公部門並毋需 大力從事創新活動，惟實務上，創新在公部門卻是普遍發生。我們如何理解公共組織接 受創新的弔詭？ 論者指出電子化政府將歷經資訊提供、表單下載、線上申辦，以及無縫隙 (seamless) 等發展階段。針對西方國家地方政府的調查研究卻發現，很多城市仍停留在初階服務。 電子化服務發展有所落差，背離理論模型之廣泛宣稱，多少引發學者針對公部門採行電 子化服務之理由進行探究。有論者轉而關注資訊採行 (information adoption) 問題，惟渠 等分析單位頗為分歧，涉及「公民」、「政策」、「市政府」等。本研究主張若欠缺以「機 關」作為分析單位，我們對於公部門資訊採行的知識仍將有所不足。換言之，當無法洞 悉影響組織創新採行的因素，也就無從提升公共服務之品質。 綜合上述，本研究擬結合「公部門創新」 (public sector innovation) 與「電子化政 府」 (e-government) 領域的文獻，以探究影響台北市政府各機關線上申辦服務創新採行 之因素。研究架構方面，本研究將嘗試結合競爭性觀點，如「功能論」 (functionalism)、 「新公共管理」 (new public management)、「官僚政治」 (bureaucratic politics)，以及「制 度論」 (institutionalism) 等，針對公部門資訊採行進行廣泛探討。資料蒐集方面，本研 究將採取「調查研究」與「深度訪談」兩種方法，並透過SPSS 10.0 套裝軟體與WinMax 質性分析軟體進行分析。 在預期結果方面，本研究將凸顯資訊採行與官僚政治之間複雜關係。其次，本研究 將可補足國內公部門創新研究之闕如，以及典型電子化政府研究忽略「組織分析」之缺 憾。此外，本研究結果亦可延伸相關議題之探索，例如，未來研究可以「公民」作為分 析單位，並與「官僚機關」的分析結果對照，以彰顯公共服務的真實意涵。 Governments around the world, which are tremendously influenced by the reform movements of “the new public management” and “the reinventing government”, all strive to enhance the quality of public services in recent thirty years. Nevertheless, the public sector innovation is naturally seen as an “optional luxury” or an “added burden” owing to the monopoly provider of goods and services. Strictly speaking, the public sector does not need to intensely carry out innovation activities in theory, but in practice the innovation really occurs from day to day. How can we understand the paradox of the phenomenon? Scholars pinpoint that the e-government will undergo representative phases such as information publishing, documents download, online services and seamless government. However, studies pertaining to the development of local e-governments in western countries were found that many municipals don’t seem to have provided the sophisticated e-services. The gap between the theory and practice, hence, more or less stimulates researchers to solve the puzzles of e-services innovation adoption. Some turn to attend to the issue of information adoption, but the unit of analysis including “end-users”, “policy” and “local government” etc., utilized by those researchers is divergent. Obviously, we will gain nothing if we continue to neglect the key role that the agency could play in explaining the information adoption in the public sector. Put differently, it is difficult to improve the quality of public services if we are still unconscious of the factors regarding the innovation adoption at organizational level. Above all, we intend to inquiry those factors that would impinge on the innovation adoption of online applications in Taipei City Government from both of the literature, that is, the fields of “public sector innovation” and “e-government”. Concerning the conceptual framework, we attempt to integrate competing perspectives such as “functionalism”, “new public management”, “bureaucratic politics”, and “the institutionalism” in order to provide a more comprehensive discussion about the information adoption in the public sector. The methods of investigation and in-depth interview will be used for data collecting which will be further analyzed through the software of SPSS 10.0 and WinMax. One of the plausible contributions is that the complex relationship between the information adoption and bureaucratic politics will be explored and illuminated. Next, the research will supplement the sparse literature of public sector innovation domestically, and it will emphasize the importance of organizational analysis for the e-government studies. Plus, we would have a linkage to other related issues of further research. For instance, to grasp and uncover the meanings of public services in practice, we can discriminate the factors of innovation adoption between the citizen and government agency.
關鍵字 公部門創新; 創新採行; 電子化政府; 線上服務; Public sector innovation; Innovation adoption; E-government; Onlineservices
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