電子化政府公共服務評估之探討

Abstract

電子化政府（e-Government）入口網站扮演的角色，在於提供使用者透過網路取得與利用政府資訊及服務的整合窗口；所謂公共服務（Public Services）則是政府提供一般民眾、企業或非營利組織的經常性施政作為。從文獻以及相關研究、評估報告中可以發現，公共服務確實為電子化政府建置發展的一個重要環節。本研究以資訊提供者的角度出發，著重於以公民為服務對象的公共服務，進行電子化政府公共服務之評估研究。\n 研究先以文獻探討與內容分析法，探究各國電子化政府公共服務的建置情形，包含電子化政府公共服務之分類以及重要公共服務項目，整理歸納出現代化國家針對公民提供的公共服務應該包含之21個類別，並透過分析的過程決定本研究欲評估的21項電子化政府公共服務。\n 本研究應用評估研究法，提出一套評估電子化政府基本公共服務項目之準則，包括21項基本公共服務之內涵以及各項服務透過線上實施的四個層次（資訊提供層次、單向互動層次、雙向互動層次與交易處理層次）之操作型定義，並考量評估需求設計了八個版本的電子化政府公共服務評估量表；繼之實際評估臺灣電子化政府入口網、臺北市政府網站、高雄市政府全球資訊網三個政府機關入口網站，驗證本研究建構的評估準則之可行性，同時檢視目前臺灣電子化政府提供公民公共服務之情形。實際使用評估量表發現，評估量表可以適切地使用於入口網站的評估，且評估者可以彈性調整權重；評估結果顯示，中央政府入口網站的整體表現較佳，臺北市與高雄市政府入口網站的表現尚可。

Web portal of e-Government plays the role as providing terminal users an integrated gateway to access government information and services. Public services means routine policies delivered to general citizens, businesses, or non-profit organizations by the government. The aim of this study is to investigate the assessment of public services for citizens from the viewpoint of information providers.\n Literature review and content analysis are adopted in the study to make a thorough examination on the development of e-Government in different countries. The classification of important public services is surveyed in particular. 21 public services are identified as the core services in this study.\n A set of measures on assessing public services of e-Government is proposed by utilizing evaluation research method. We carefully define each public service and corresponding measure. The operational definitions of four-level interaction (information providing level, one-way interaction level, two-way interaction level, and transaction processing level) for each measure are also provided. In addition, 8 assessment forms are designed with considering the flexibility of assessment.\n In order to verify the feasibility of measures and the assessment forms, Taiwan central government portal, Taipei city government portal, and Kaoshiung city government portal are evaluated using the proposed measures and assessment forms. The results show that these assessment forms are appropriate for tasks of assessing e-Government portals. In addition, the assessors could flexibly adjust weights for measures. The overall performance of e-Government portals of Taiwan central government is better than that of Taipei city government and Kaoshiung city government, while the latter two perform fair.