電子治理績效模型與實證研究

Abstract

電子化政府早期評估著重基礎建設與整備度，近期電子治理績效評估主要著重在外部顧客滿意度。這部份文獻主要討論電子治理來促進效率(efficiency)、透明度(transparency)和課責(accountability)。雖然以民眾為主的評估著實為電子治理績效評估重要面向，但內部顧客，也就是公職人員面向的評估亦相當重要，多被忽略。本研究目的在於參考文獻與各國發展經驗，建構一鏈結電子治理內外顧客的面向的整合評估。三年計畫內容重點分列如下： 1. 修正價值鏈的電子治理績效評估指標－第一年重點在於修正Heeks (2006) 的電子化政府價值鏈架構，綜合分類整理電子治理績效評估指標，建立評估指標工具(evaluation toolkit)，並發展「政府對企業(Government to Business, G2B)」與「政府對民眾(Government to Citizen, G2C)」績效評估指標。 2. 電子治理績效評估因果關係模型－第二年重點在於發展電子治理內外顧客績效評估因果模型(E-governance performance causal models)，主要探討像是服務品質、系統使用行為、顧客滿意度、影響與結果等面向的關係，同時以政府電子採購系統(e-procurement system)為例，進行實證研究。 3. 鏈結內外顧客的績效評估模型－第三年持續改進電子治理內外顧客績效評估因果模型，同時以高雄市為例，進行G2C 實證研究。最後，綜合三年研究成果，發展鏈結電子治理內外顧客的整合模型並進行模型驗證。

In addition to earlier evaluations of e-government based on infrastructure and readiness, recent assessments of e-governance mainly focus on external user satisfaction. This body of literature discusses how e-governance facilitates efficiency, transparency, and accountability. While citizen-centric evaluations of e-governance offer an important lens through which to assess the performance of e-government, another crucial but neglected dimension is e-governance’s impact on internal users, that is, the civil servants who provide services to the public. Considering the importance of internal and external customers, this research will focus on the overall performance assessment of e-governance on internal and external users in order to fill a void in the existing literature. There are three main foci of this research: 1. A revised value-chain model for e-governance/e-government performance evaluation – In the first year, we will review literature regarding the international opportune movement of e-governance/e-government. We, mainly based on Heek’s (2006) approach, will propose a revised value-chain model to evaluate infrastructure, input, output, impact, and outcome of e-governance, and develop performance evaluation indices for two types of e-governance projects, i.e., government to business (G2B) and government to citizen (G2C); 2. E-governance performance causal models – In the second year, we plan to develop performance evaluation models for internal and external customers of e-governance, paying particularly close attention to the causal effects among service quality, system usage, customer satisfaction, impact and outcome. In addition, we will conduct an empirical survey on a G2B system, i.e., the government e-procurement system. 3. An integrated internal/external service model – To extend the model applicability, we will continue to revise the e-governance performance causal models, conduct a large survey on a G2C system in the third year. At last, we will develop an integrated internal/external service model to evaluate the overall performance of e-governance.