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題名 價值導向電子化政府服務績效評估方法-以投資自由化服務為例
Value-based evaluation method of electronic government service performance- case of investment liberalization service作者 林振芳
Lin, Jann-Fang貢獻者 余千智
Yu, Chien-Chih
林振芳
Lin, Jann-Fang關鍵詞 電子化政府
價值導向
投資自由化
服務績效
公共受益者
政府服務鏈
Electronic government
Value-based
Investment liberalization
Service performance
Public beneficiary
Government service chain日期 2014 上傳時間 5-Feb-2020 17:10:33 (UTC+8) 摘要 投資自由化是近年來各經濟體或區域性經濟合作組織努力推動方向，如自由貿易協定(Free Trade Arrangement, FTA)、境外直接投資(Foreign Direct Investment, FDI)、公司及工廠設立便捷化等，投資自由化將能促進經濟體之經濟成長與生產力提昇，並可排除短期投資可能產生的泡沫經濟。而電子化政府則是許多經濟體推動公司及工廠設立便捷化以促進投資自由化時採行之策略，世界各經濟體鑑於資通訊科技的成熟發展及電子商務為企業獲利的成功模式，乃創新運用各項資通訊科技建置電子化公共服務資訊系統形成電子化政府，提供公民、企業等公共受益者較佳品質之服務，用以達成諸如改善政府機關內部效率、政府機關間服務整合與公共服務效能等策略目標，而採行電子化政府策略之服務績效評估方法的選擇與實施將直接關係著所有電子化政府利害關係者之效益良窳與公共行政價值的多寡及策略落差大小。本文將以台灣經濟體為達成投資自由化，採行電子化政府策略，建置投資電子化系統或入口網為例，先與亞洲其他經濟體投資電子化系統或入口網之電子化政府成熟度階段及主要服務功能進行探討，就網站各項資訊呈現服務、服務流程、線上交易服務、垂直及水平整合服務等方面進行服務績效評估，進而，由服務功能導向改為價值導向，導入經由電子化政府商業模式及策略管理方法所建構之價值導向電子化政府架構，以公共受益者、社會與國家環境、政府內部組織與流程、政府服務鏈等四大構面，建立價值導向電子化政府服務績效評估方法，就台灣經濟體投資自由化電子化服務進行實作評估，探討各價值導向構面之服務績效優劣平衡程度，以提昇並平衡所有利害關係者之價值，作為推動電子化政府策略之資源運用績效評估管理方法之一，此外，評估結果可作為強化台灣投資入口網電子化政府策略網站推動建議，而藉由實做價值導向電子化政府服務績效評估方法，驗證該績效評估管理法有效性及改善建議。
Promotion for investment liberalization has been strived by economies or regional economic cooperation organization all over the world in recent years. Free Trade Arrangement (FTA), foreign direct investment (FDI), and facilitation of establishment of companies and factories are all tactics to achieve investment liberalization. By realizing investment liberalization, it will not only promote economic growth and enhance productivity for an economy, but also prevent form economic bubble aroused by short-term investments. Meanwhile, there are many economies adopting Electronic Government (EG) strategy as to promote the facilitation of establishment of companies and factories and reach the goal of investment liberalization. Economies of the world innovatively utilize various ICTs to build electronic public service systems composing Electronic Government, owing to the development and maturity of ICTs, and the enterprises’ high-profitability by performing Electronic Commerce (EC) strategy. Adoptions of EG will provide public beneficiaries, like citizens and enterprises, a higher quality public services and achieve the strategic goals of improving the internal organization’s efficiency, integrating the services between governments, and promoting effectiveness of public service. However, chosen and implementation of the evaluation method of service performance during adoption of EG will directly involve resulting benefits, effect and strategic gap of all stakeholders.This article aims at the case of investment portal website of Taiwan economy, which is implemented for applying EG strategy and to lead to investment liberalization objective. Analyze, evaluate and compare the maturity of EG and principal service functions provided by the investment portal websites of Taiwan economy and other economies in Asia. Evaluate the service performances of all these investment portal websites with respect to all kinds of services, including information dissemination, service process, on-line transaction, and vertical and horizontal integrations. Moreover, introduce value-based evaluation method of electronic government (EG) service performance, whose core framework is derived from business model and strategic management of EG, and includes the four perspectives of EG- public beneficiaries, society and national environments, government internal organization and processes, and government service chain. Conduct the value-based evaluation method of EG for the investment portal website of Taiwan economy and discuss service performance, service value, and balance with respect to all the four value perspectives respectively, so as to increase and poise value of all stakeholders in EG. Furthermore, the value-based evaluation method will also give suggestions to enhance performance of investment portal website of Taiwan economy and achieve the EG’s strategic goal, namely, investment liberalization. Through carrying out the value-based evaluation method of EG, it is verified feasible and become one of evaluation approaches for EG service performance, which take more perspectives of stakeholders into consideration.參考文獻 Accenture, “Shared services: government shared services model for high performance”, 2006. Available online at: http://www.accenture.com/Global/Services/By_Industry/Government/R_and_I/DrivingServices.htmAfuah, A. and Tucci, C.L., Internet Business Models and Strategies: Text and Cases, McGraw-Hill, New York, 2001.Anderson, K. V. and Henriksen, H. 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國立政治大學
資訊管理學系
97356013資料來源 http://thesis.lib.nccu.edu.tw/record/#G0097356013 資料類型 thesis dc.contributor.advisor 余千智 zh_TW dc.contributor.advisor Yu, Chien-Chih en_US dc.contributor.author (Authors) 林振芳 zh_TW dc.contributor.author (Authors) Lin, Jann-Fang en_US dc.creator (作者) 林振芳 zh_TW dc.creator (作者) Lin, Jann-Fang en_US dc.date (日期) 2014 en_US dc.date.accessioned 5-Feb-2020 17:10:33 (UTC+8) - dc.date.available 5-Feb-2020 17:10:33 (UTC+8) - dc.date.issued (上傳時間) 5-Feb-2020 17:10:33 (UTC+8) - dc.identifier (Other Identifiers) G0097356013 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/128562 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理學系 zh_TW dc.description (描述) 97356013 zh_TW dc.description.abstract (摘要) 投資自由化是近年來各經濟體或區域性經濟合作組織努力推動方向，如自由貿易協定(Free Trade Arrangement, FTA)、境外直接投資(Foreign Direct Investment, FDI)、公司及工廠設立便捷化等，投資自由化將能促進經濟體之經濟成長與生產力提昇，並可排除短期投資可能產生的泡沫經濟。而電子化政府則是許多經濟體推動公司及工廠設立便捷化以促進投資自由化時採行之策略，世界各經濟體鑑於資通訊科技的成熟發展及電子商務為企業獲利的成功模式，乃創新運用各項資通訊科技建置電子化公共服務資訊系統形成電子化政府，提供公民、企業等公共受益者較佳品質之服務，用以達成諸如改善政府機關內部效率、政府機關間服務整合與公共服務效能等策略目標，而採行電子化政府策略之服務績效評估方法的選擇與實施將直接關係著所有電子化政府利害關係者之效益良窳與公共行政價值的多寡及策略落差大小。本文將以台灣經濟體為達成投資自由化，採行電子化政府策略，建置投資電子化系統或入口網為例，先與亞洲其他經濟體投資電子化系統或入口網之電子化政府成熟度階段及主要服務功能進行探討，就網站各項資訊呈現服務、服務流程、線上交易服務、垂直及水平整合服務等方面進行服務績效評估，進而，由服務功能導向改為價值導向，導入經由電子化政府商業模式及策略管理方法所建構之價值導向電子化政府架構，以公共受益者、社會與國家環境、政府內部組織與流程、政府服務鏈等四大構面，建立價值導向電子化政府服務績效評估方法，就台灣經濟體投資自由化電子化服務進行實作評估，探討各價值導向構面之服務績效優劣平衡程度，以提昇並平衡所有利害關係者之價值，作為推動電子化政府策略之資源運用績效評估管理方法之一，此外，評估結果可作為強化台灣投資入口網電子化政府策略網站推動建議，而藉由實做價值導向電子化政府服務績效評估方法，驗證該績效評估管理法有效性及改善建議。 zh_TW dc.description.abstract (摘要) Promotion for investment liberalization has been strived by economies or regional economic cooperation organization all over the world in recent years. Free Trade Arrangement (FTA), foreign direct investment (FDI), and facilitation of establishment of companies and factories are all tactics to achieve investment liberalization. By realizing investment liberalization, it will not only promote economic growth and enhance productivity for an economy, but also prevent form economic bubble aroused by short-term investments. Meanwhile, there are many economies adopting Electronic Government (EG) strategy as to promote the facilitation of establishment of companies and factories and reach the goal of investment liberalization. Economies of the world innovatively utilize various ICTs to build electronic public service systems composing Electronic Government, owing to the development and maturity of ICTs, and the enterprises’ high-profitability by performing Electronic Commerce (EC) strategy. Adoptions of EG will provide public beneficiaries, like citizens and enterprises, a higher quality public services and achieve the strategic goals of improving the internal organization’s efficiency, integrating the services between governments, and promoting effectiveness of public service. However, chosen and implementation of the evaluation method of service performance during adoption of EG will directly involve resulting benefits, effect and strategic gap of all stakeholders.This article aims at the case of investment portal website of Taiwan economy, which is implemented for applying EG strategy and to lead to investment liberalization objective. Analyze, evaluate and compare the maturity of EG and principal service functions provided by the investment portal websites of Taiwan economy and other economies in Asia. Evaluate the service performances of all these investment portal websites with respect to all kinds of services, including information dissemination, service process, on-line transaction, and vertical and horizontal integrations. Moreover, introduce value-based evaluation method of electronic government (EG) service performance, whose core framework is derived from business model and strategic management of EG, and includes the four perspectives of EG- public beneficiaries, society and national environments, government internal organization and processes, and government service chain. Conduct the value-based evaluation method of EG for the investment portal website of Taiwan economy and discuss service performance, service value, and balance with respect to all the four value perspectives respectively, so as to increase and poise value of all stakeholders in EG. Furthermore, the value-based evaluation method will also give suggestions to enhance performance of investment portal website of Taiwan economy and achieve the EG’s strategic goal, namely, investment liberalization. Through carrying out the value-based evaluation method of EG, it is verified feasible and become one of evaluation approaches for EG service performance, which take more perspectives of stakeholders into consideration. en_US dc.description.tableofcontents 目 錄誌謝 I摘要 IIABSTRACT III目錄 V圖目錄 VIII表目錄 IX第壹章 緒論 1第一節 背景說明 1第二節 研究問題與目的 3第三節 章節架構 4第貳章 文獻探討 6第一節 投資自由化及投資入口網需求 62.1.1投資自由化與便捷化 62.1.2投資或貿易自由化入口網需求 8第二節 電子化政府及成熟度模型 92.2.1電子化政府 92.2.2電子化政府成熟度模型 11第三節 價值導向電子化政府服務架構及比較 202.3.1電子化政府價值 202.3.2電子化政府服務架構 262.3.3價值導向電子化政府比較 28第四節 電子化政府績效評估 332.4.1電子化政府績效評估方法 332.4.2電子化政府商業模式、策略管理與績效評估 38第參章 研究架構與方法 43第一節 研究架構 43第二節 研究方法 443.2.1文獻回顧法 443.2.2個案研究法 443.2.3訪談法與焦點團體法 46第三節 研究流程 47第肆章 台灣與亞洲經濟體投資入口網服務功能概述 49第一節 台灣投資流程分析與入口網服務功能 494.1.1投資台灣流程分析 494.1.2投資台灣入口網推動歷程 524.1.3投資台灣入口網服務功能概述 53第二節 香港投資入口網服務功能概述 56第三節 新加坡投資入口網服務功能概述 58第四節 韓國投資入口網服務功能概述 61第五節 日本投資入口網服務功能概述 63第伍章 台灣與亞洲經濟體投資入口網成熟度與服務功能評比 65第一節 投資入口網電子化政府成熟度評比 65第二節 投資入口網服務功能評比 66第陸章 價值導向電子化政府服務績效評估 76第一節 服務績效評估方法建立與實作 78第二節 投資台灣入口網服務績效評估 82第柒章 研究結果討論與建議 84第一節 研究結果討論 84第二節 研究建議 86第三節 研究限制 88第捌章 結論與未來研究方向 89參考文獻 91附錄 99附錄1：台灣與亞洲經濟體投資自由化系統或入口網評比評分表 99附錄2：價值導向電子化政府服務績效評估方法評分表 104附錄3：專家代表評比名單 108附錄4：投資台灣入口網之關鍵績效指標評分原始資料 110圖目錄圖2-1 價值導向電子化政府商業模式模型 23圖2-2 電子化政府主要團體間的互動流 26圖2-3 價值導向電子化政府服務架構 27圖2-4 Yadav and Yadav的電子化政府應用架構圖 28圖2-5 Yadav and Yadav與Yu電子化政府架構之利害關係者對應 31圖2-6 Yadav and Yadav的電子化政府應用架構圖之利害關係者分析 32圖3-1 研究架構 43圖3-2 亞洲經濟體投資入口網成熟度及服務功能評比研究架構 47圖3-3 價值導向電子化政府服務績效評估方法研究架構 48圖4-1 現行投資台灣申辦流程 51圖4-2 投資台灣入口網 54圖4-3 投資台灣入口網-投資申辦輔助系統 54圖4-4 投資台灣入口網-投資申辦流程 55圖4-5 GovHK香港政府一站通 57圖4-6 GovHK香港政府一站通-商務及貿易 57圖4-7 GovHK香港政府一站通-商業登記及公司註冊 58圖4-8 gov.sg (新加坡政府入口網)- Business (EnterpriseOne)網頁 59圖4-9 gov.sg (新加坡政府入口網)- e-Services 線上申辦 60圖4-10 gov.sg (新加坡政府入口網)- Online Business Licensing Service 60圖4-11 投資韓國(Invest KOREA, IK)機構網站 62圖4-12 投資韓國市集(Invest Korea Plaza)網站 62圖4-13 日本貿易振興機構機構(Japan External Trade Organization, JETRO)網站 64圖4-14 日本電子化政府入口網-商業・法人登記の申請 64表目錄表2-1 歷年學者所提出之電子化政府成熟度模型整理列表 19表2-2 Chircu歸納之電子化政府價值維度 23表2-3 Chircu歸納之電子化政府利害關係者類型及研究實例 25表2-4 Chircu與Yu電子化政府架構之利害關係者對應 30表2-5 Chircu與Yu電子化政府架構之價值對應 33表2-6 Gupta與Jana電子化政府報酬率階層式量測項目 35表2-7 Fitsilis等人歸納分類世界知名組織電子化政府評價基準指標 36表2-8 Fitsilis等人電子化政府績效評估構面 37表3-1 本研究採用之研究方法及使用時機 46表4-1 歷年投資台灣入口網資訊系統預算金額、決標金額及工作項目 52表5-1 台灣與亞洲經濟體投資電子化系統或入口網電子化政府成熟度階段 66表5-2 服務功能評比項目選定來源、服務類型及成熟度階段對應表 69表5-3 台灣與亞洲經濟體投資電子化系統或入口網服務功能評比結果 71表5-4 台灣與亞洲經濟體之各項電子化政府面向調查評比結果列表 74表6-1 服務功能評比項目內容對電子化政府價值之貢獻彙整 77表6-2 價值導向電子化政府服務績效評估方法關鍵績效指標 79表6-3 價值導向電子化政府之關鍵績效指標與成熟度階段、服務功能關聯性 81表6-4 投資台灣入口網之關鍵績效指標評分結果 83表7-1 投資台灣入口網之評比建議事項 86 zh_TW dc.format.extent 3700244 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0097356013 en_US dc.subject (關鍵詞) 電子化政府 zh_TW dc.subject (關鍵詞) 價值導向 zh_TW dc.subject (關鍵詞) 投資自由化 zh_TW dc.subject (關鍵詞) 服務績效 zh_TW dc.subject (關鍵詞) 公共受益者 zh_TW dc.subject (關鍵詞) 政府服務鏈 zh_TW dc.subject (關鍵詞) Electronic government en_US dc.subject (關鍵詞) Value-based en_US dc.subject (關鍵詞) Investment liberalization en_US dc.subject (關鍵詞) Service performance en_US dc.subject (關鍵詞) Public beneficiary en_US dc.subject (關鍵詞) Government service chain en_US dc.title (題名) 價值導向電子化政府服務績效評估方法-以投資自由化服務為例 zh_TW dc.title (題名) Value-based evaluation method of electronic government service performance- case of investment liberalization service en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) Accenture, “Shared services: government shared services model for high performance”, 2006. 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