公文資訊管理系統成功之影響因素探討：以行政院所屬二級機關為例

Abstract

公文資訊管理系統是政府機關極具代表性之行政管理系統，建置工作涉及面向甚廣，而行政院組織改造是近年推動之重大政策之一，涉及組織變革、人員異動等事項，對經歷組織改造之機關而言實面對相當程度之衝擊。因此，本研究以「組織改造期間影響政府機關公文資訊管理系統成功之因素為何？」作為研究問題，並依據文獻建議之概念框架，分別從業務、使用者、計畫、組織之四個特性進行探索。研究方法乃採用質性研究之半結構式訪談，以實際參與之公務人員為受訪對象，取得其經驗以作為實證資料分析。研究結果發現受訪者首重計畫與組織兩特性下之因素的掌握；此外，業務與使用者兩特性下之影響因素亦帶來一定程度的衝擊。本研究就所發現之影響因素進行討論，並提供相關實務建議。期爾後政府機關面臨組織改造，於建置公文資訊管理系統時，本研究之發現與討論得作為相關規劃之經驗參考。

The automatic system has been widely used as an operational management tool in government agencies. Particularly, the Electronic Document Management System (EDMS) is the most noticeable example among the electronic systems managing official documents and archives. In order to build a high-quality EDMS, organizational capacity, manpower, funding, software and hardware resources are needed. High involvement and cooperation of all stakeholders are also required. Specifically, this research focused on exploring the determinants influencing the success of EDMS at the second-level government agencies of Executive Yuan during the period of their organizational restructuring. According to the literature review, a conceptual framework was developed to guide this exploratory research. The conceptual framework consisted of four perspectives for exploring the phenomena of interest, including task characteristic, user characteristic, project characteristic, and organizational characteristic. In terms of research method, semi-structured interviews were carried out to obtain users` feedback and opinions of developing and using EDMS. There were 16 government officials interviewed, and each of them possessed respective experiences in charge of information technology, document processing, archives management and operations. The research results showed that determinants of the categories of project and organizational characteristics have higher weights while those of the categories of task and user characteristics also have their respective impacts. The influences of the determinants were discussed and practical implications of the research were presented. The limitations and future research directions were also discussed. It is expected that this study can contribute to the understanding of the determinants influencing EDMS success and offer insights to government agencies.