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題名 從資料治理角度看政府服務品質精進—以新北市輔具超音速2.0為例
A study of enhancement of government service quality from the perspective of data governance —take New Taipei City assistive device supersonic 2.0 program as an example作者 石純瑜
Shih, Chun-Yu貢獻者 朱斌妤
Chu, Pin-Yu
石純瑜
Shih, Chun-Yu關鍵詞 資料治理
政府服務品質
輔具超音速2.0
Data governance
Government service quality
New Taipei City Assistive Device Supersonic 2.0日期 2021 上傳時間 2-三月-2021 14:42:46 (UTC+8) 摘要 近年來大數據和政府開放資料的發展帶動了數位治理的思維，我國的服務品質精進亦朝著善用資通訊科技、政府開放資料及政府資訊資源共用共享和跨機關整合等方向邁進，因此資料治理（data governance）被視為是提升政府服務品質的重要手段之一。本研究之研究目的為探討如何推動資料治理以精進政府服務之品質，此研究目的中涵蓋了兩個層次的內涵：其一為「如何推動資料治理」，包括發展資料治理的契機和規劃以及資料治理的具體作為；其二，「如何以資料治理精進政府服務品質」，包括釐清資料治理與服務品質之間的關係、哪些具體機制和關鍵因素可作為兩者之間的連結，以及整體而言會遭遇哪些挑戰。為達成欲探討之研究目的，本研究選定2019年獲得第二屆政府服務獎的新北市輔具超音速2.0作為研究個案，透過從資料治理的角度切入新北市輔具超音速2.0的輔具服務的流程，探討其如何精進服務品質。在研究方法的部分，本研究採取文獻分析法及深度訪談法兩種方法，透過文獻檢閱整理資料治理、服務品質及政府服務創新策略等三類相關文獻，接續以深度訪談分析式與文獻檢閱的結果相互映證與對照，總結以資料治理的角度精進政府服務品質的機會與挑戰，以對新北市輔具服務提出具體的建議與貢獻。
In recent years, the development of big data and open government data has led to the thinking of digital governance. The enhancement of government service quality in Taiwan is also moving towards the direction of taking advantage of information technology, open government data, sharing of government information resources, and cross-organization integration. Thus data governance (DG) is regarded as one of the important means to improve the quality of government services.This is an exploratory study of how to promote data governance to improve the quality of government services, comprising two major concepts, one is “how to promote DG”, including the key and plans to adopt DG, and the specific actions of DG; the other is “how to improve government service quality by adopting DG” includes clarifying the relevance of government service quality to DG, which specific mechanisms and key factors can serve as the link between the two, and what challenges will be encountered in general.The study takes New Taipei City assistive device supersonic 2.0 program as an example, reviews literatures including DG, service quality, and government service innovation strategies, and then compares the result of in-depth interview to the literature. Finally, summarizes the opportunities and challenges of enhancing the quality of government services from the perspective of data governance, so as to make specific suggestions and contributions to assistive device services in New Taipei City.參考文獻 古步鋼、林賢文（2012）。由行政流程改造探討提升政府服務品質之策略。研討雙月刊，36（5），頁27-41。朱斌妤（2019）。因應開放資料後的政府資料治理策略與績效（第一年期中報告）。行政院科技部專題研究計畫。台北市：未出版。朱斌妤（2020）。因應開放資料後的政府資料治理策略與績效（第二年期中報告）。行政院科技部專題研究計畫。台北市：未出版。余孝先、趙祖佑（2015）。巨量資料應用，打造資料驅動決策的智慧政府。國土與公共治理季刊，3（4），頁27-37。宋餘俠、李國田（2012）。政府部門資料加值推動策略與挑戰。研考雙月刊，36（4），頁10-21。李洛維、朱斌妤（2019）。公部門資料治理之發展與挑戰。T&D 飛訊，253，頁1-26。林水波、鄭錫鍇、陳定銘、牛萱萍（2003）。台北市政府為民服務指標建立之研究。台北市研究發展考核委員會委託研究報告。台北市：台北市研究發展考核委員會林公孚（2017）。探索行政服務品質。品質月刊，53（2），頁6-10。國家發展委員會（2013）。第四階段電子化政府計畫(101年-105年)。台北市：國家發展委會。取自：https://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL1JlbEZpbGUvNTU2Ni80MzI2LzAwNTk3NTYucGRm&n=44CM56ys5Zub6ZqO5q616Zu75a2Q5YyW5pS%2f5bqc6KiI55WrKDEwMeW5tC0xMDXlubQp44CN5L%2bu6KiCICjooYzmlL%2fpmaIxMDLlubQx5pyIN%2baXpeaguOWumikucGRm&icon=..pdf。國家發展委員會（2018）。服務型智慧政府推動計畫—第五階段電子化政府計畫。台北市：國家發展委會。取自：https://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL3JlbGZpbGUvNTU2Ni84ODQwL2U1ZjE0OWZhLThmYmQtNGFkYi1hM2Q1LTBmMTY3MmU3ZDU3Yi5wZGY%3d&n=5pyN5YuZ5Z6L5pm65oWn5pS%2f5bqc5o6o5YuV6KiI55WrX%2baguOWumueJiC5wZGY%3d&icon=..pdf。國家發展委員會（2019）。智慧政府行動方案。台北市：國家發展委會。取自：https://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL3JlbGZpbGUvMC8xMjI2OS82MDMxODhmOC0zYzIzLTQ4NzktOTYzOS0yZmYzZDMwYjk5YzkucGRm&n=6Zmi5Ye96ZmE5Lu25pm65oWn5pS%2f5bqc6KGM5YuV5pa55qGIX%2bS%2fruatoy5wZGY%3d&icon=..pdf。國家發展委員會（2020）。服務型智慧政府2.0推動計畫。台北市：國家發展委會。取自：ttps://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL3JlbGZpbGUvMC8xMzcwMy9iYzJhZWM5MS03MjNjLTRmNjEtYjYyMC01ZWUxYzg4Mzc1NTkucGRm&n=MDgwNuacjeWLmeWei%2baZuuaFp%2baUv%2bW6nDIuMOaOqOWLleioiOeVq1%2fooYzmlL%2fpmaLmoLjlrprniYgucGRm&icon=..pdf陳文瑞（2010）。政府服務創新作為、服務品質、民眾滿意度與行為意圖相關性之研究—以高雄市公路監理機關為例。國立成功大學管理學院EMBA碩士在職專班碩士論文，未出版，台南市。陳向明（2010）。社會科學質的研究：第十四版。台北：五南。陳家聲（2010）。政府機關創新服務樣態之探討。研討雙月刊，34（5），頁30-38。陳敦源、蕭乃沂、廖洲棚（2015）。邁向循證政府決策的關鍵變革：公部門巨量資料分析的理論與實務。國土及公共治理季刊，3（3），頁33-44。湯玲郎（2017）。漫談政府服務品質獎－邁向卓越的里程碑。品質月刊，53（2），頁11-15。彭錦鵬（2016）。運用政府服務品質獎激勵政策創新。兩岸政策創新研討會，臺北：國立臺灣大學政治學系。張錦麗、林昭文、徐綺櫻、楊忠一（2019）。身心障礙輔具補助簡政便民以新北市輔具超音速計畫為例，社區發展季刊，168，頁55-71。黃力庭（2013）。提升電子化政府服務品質之研究—以綜所稅網路報稅服務為例。國立台灣大學管理學院資訊管理學研究所碩士論文，未出版，台北市。廖洲棚、陳敦源、蕭乃沂、廖興中（2014）。運用巨量資料實踐良善治理：網路民意導入政府決策分析之可行性研究。國家發展委員會委託研究報告（RDEC-MIS-102-003）。臺北市：國家發展委員會。廖麗娟、黃子華（2012）。政府機關精進創新整合服務之策略。研討雙月刊，36（5），頁15-26。劉士豪（2007）。以服務品質觀點探討電子化政府網站使用者與管理者之認知落差。中原大學資訊管理學系碩士學位論文，未出版，桃園市。劉坤億、胡龍騰、曾冠球（2012a）。公共服務創新策略與評獎機制之研究。行政院研究發展考核委員會委託研究報告（RDEC-RES-100-013）。台北市：行政院研究發展考核委員會。劉坤億、胡龍騰、曾冠球（2012b）。政府服務創新類型與策略引導。研考雙月刊，36（5），頁91-104。謝玉粟（2002）。虛擬政府的服務品質探討。國立中山大學公共事務管理研究所碩士在職專班碩士論文，高雄市。AIHW. 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(2017). Toward a data governance model for the Kenya health professional regulatory authorities. TQM Journal, 29(4), 579-589. 描述 碩士
國立政治大學
公共行政學系
106256029資料來源 http://thesis.lib.nccu.edu.tw/record/#G0106256029 資料類型 thesis dc.contributor.advisor 朱斌妤 zh_TW dc.contributor.advisor Chu, Pin-Yu en_US dc.contributor.author (作者) 石純瑜 zh_TW dc.contributor.author (作者) Shih, Chun-Yu en_US dc.creator (作者) 石純瑜 zh_TW dc.creator (作者) Shih, Chun-Yu en_US dc.date (日期) 2021 en_US dc.date.accessioned 2-三月-2021 14:42:46 (UTC+8) - dc.date.available 2-三月-2021 14:42:46 (UTC+8) - dc.date.issued (上傳時間) 2-三月-2021 14:42:46 (UTC+8) - dc.identifier (其他 識別碼) G0106256029 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/134128 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 公共行政學系 zh_TW dc.description (描述) 106256029 zh_TW dc.description.abstract (摘要) 近年來大數據和政府開放資料的發展帶動了數位治理的思維，我國的服務品質精進亦朝著善用資通訊科技、政府開放資料及政府資訊資源共用共享和跨機關整合等方向邁進，因此資料治理（data governance）被視為是提升政府服務品質的重要手段之一。本研究之研究目的為探討如何推動資料治理以精進政府服務之品質，此研究目的中涵蓋了兩個層次的內涵：其一為「如何推動資料治理」，包括發展資料治理的契機和規劃以及資料治理的具體作為；其二，「如何以資料治理精進政府服務品質」，包括釐清資料治理與服務品質之間的關係、哪些具體機制和關鍵因素可作為兩者之間的連結，以及整體而言會遭遇哪些挑戰。為達成欲探討之研究目的，本研究選定2019年獲得第二屆政府服務獎的新北市輔具超音速2.0作為研究個案，透過從資料治理的角度切入新北市輔具超音速2.0的輔具服務的流程，探討其如何精進服務品質。在研究方法的部分，本研究採取文獻分析法及深度訪談法兩種方法，透過文獻檢閱整理資料治理、服務品質及政府服務創新策略等三類相關文獻，接續以深度訪談分析式與文獻檢閱的結果相互映證與對照，總結以資料治理的角度精進政府服務品質的機會與挑戰，以對新北市輔具服務提出具體的建議與貢獻。 zh_TW dc.description.abstract (摘要) In recent years, the development of big data and open government data has led to the thinking of digital governance. The enhancement of government service quality in Taiwan is also moving towards the direction of taking advantage of information technology, open government data, sharing of government information resources, and cross-organization integration. Thus data governance (DG) is regarded as one of the important means to improve the quality of government services.This is an exploratory study of how to promote data governance to improve the quality of government services, comprising two major concepts, one is “how to promote DG”, including the key and plans to adopt DG, and the specific actions of DG; the other is “how to improve government service quality by adopting DG” includes clarifying the relevance of government service quality to DG, which specific mechanisms and key factors can serve as the link between the two, and what challenges will be encountered in general.The study takes New Taipei City assistive device supersonic 2.0 program as an example, reviews literatures including DG, service quality, and government service innovation strategies, and then compares the result of in-depth interview to the literature. Finally, summarizes the opportunities and challenges of enhancing the quality of government services from the perspective of data governance, so as to make specific suggestions and contributions to assistive device services in New Taipei City. en_US dc.description.tableofcontents 目次 I表次 III圖次 V第一章 緒論 11.1 智慧政府的發展 11.2 政府部門運用資料提供服務的趨勢概況 21.3 資料治理與政府服務品質的關聯性 51.4 研究目的與問題 61.5 研究流程 8第二章 文獻回顧 92.1 資料治理的定義及範疇 92.2 國外政府資料治理案例介紹 182.3 政府服務品質 242.4 以資料治理精進服務品質的挑戰 322.5 小結 36第三章 研究設計 383.1 研究範圍界定與個案選擇 383.2 研究架構與研究方法 513.3 研究對象與訪談設計 52第四章 訪談資料分析 564.1 以資料生命週期探究輔具超音速2.0 564.2 輔具超音速計畫中的政府服務創新策略 684.3 輔具超音速計畫成功之關鍵因素 754.4 資料治理對輔具服務的影響 784.5 推動資料治理以提升輔具服務品質的挑戰與建議 83第五章 結論與建議 985.1 研究目的與方法 985.2 研究發現 995.3 研究建議 1015.4 研究限制與未來研究方向 105參考文獻 107中文文獻 107英文文獻 110附錄 113附錄一：第1-3屆「政府服務獎」得獎名單 113附錄二、身心障礙者輔具費用補助辦法 116附錄三：身心障礙者輔具費用補助基準表目錄 120附錄四：醫療費用及醫療輔具補助標準表 121附錄五：長照輔具照顧組合簡表 131附錄六：新北市政府社會局特約輔具及居家無障礙環境改善購置服務契約書 135 zh_TW dc.format.extent 4486913 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0106256029 en_US dc.subject (關鍵詞) 資料治理 zh_TW dc.subject (關鍵詞) 政府服務品質 zh_TW dc.subject (關鍵詞) 輔具超音速2.0 zh_TW dc.subject (關鍵詞) Data governance en_US dc.subject (關鍵詞) Government service quality en_US dc.subject (關鍵詞) New Taipei City Assistive Device Supersonic 2.0 en_US dc.title (題名) 從資料治理角度看政府服務品質精進—以新北市輔具超音速2.0為例 zh_TW dc.title (題名) A study of enhancement of government service quality from the perspective of data governance —take New Taipei City assistive device supersonic 2.0 program as an example en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 古步鋼、林賢文（2012）。由行政流程改造探討提升政府服務品質之策略。研討雙月刊，36（5），頁27-41。朱斌妤（2019）。因應開放資料後的政府資料治理策略與績效（第一年期中報告）。行政院科技部專題研究計畫。台北市：未出版。朱斌妤（2020）。因應開放資料後的政府資料治理策略與績效（第二年期中報告）。行政院科技部專題研究計畫。台北市：未出版。余孝先、趙祖佑（2015）。巨量資料應用，打造資料驅動決策的智慧政府。國土與公共治理季刊，3（4），頁27-37。宋餘俠、李國田（2012）。政府部門資料加值推動策略與挑戰。研考雙月刊，36（4），頁10-21。李洛維、朱斌妤（2019）。公部門資料治理之發展與挑戰。T&D 飛訊，253，頁1-26。林水波、鄭錫鍇、陳定銘、牛萱萍（2003）。台北市政府為民服務指標建立之研究。台北市研究發展考核委員會委託研究報告。台北市：台北市研究發展考核委員會林公孚（2017）。探索行政服務品質。品質月刊，53（2），頁6-10。國家發展委員會（2013）。第四階段電子化政府計畫(101年-105年)。台北市：國家發展委會。取自：https://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL1JlbEZpbGUvNTU2Ni80MzI2LzAwNTk3NTYucGRm&n=44CM56ys5Zub6ZqO5q616Zu75a2Q5YyW5pS%2f5bqc6KiI55WrKDEwMeW5tC0xMDXlubQp44CN5L%2bu6KiCICjooYzmlL%2fpmaIxMDLlubQx5pyIN%2baXpeaguOWumikucGRm&icon=..pdf。國家發展委員會（2018）。服務型智慧政府推動計畫—第五階段電子化政府計畫。台北市：國家發展委會。取自：https://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL3JlbGZpbGUvNTU2Ni84ODQwL2U1ZjE0OWZhLThmYmQtNGFkYi1hM2Q1LTBmMTY3MmU3ZDU3Yi5wZGY%3d&n=5pyN5YuZ5Z6L5pm65oWn5pS%2f5bqc5o6o5YuV6KiI55WrX%2baguOWumueJiC5wZGY%3d&icon=..pdf。國家發展委員會（2019）。智慧政府行動方案。台北市：國家發展委會。取自：https://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL3JlbGZpbGUvMC8xMjI2OS82MDMxODhmOC0zYzIzLTQ4NzktOTYzOS0yZmYzZDMwYjk5YzkucGRm&n=6Zmi5Ye96ZmE5Lu25pm65oWn5pS%2f5bqc6KGM5YuV5pa55qGIX%2bS%2fruatoy5wZGY%3d&icon=..pdf。國家發展委員會（2020）。服務型智慧政府2.0推動計畫。台北市：國家發展委會。取自：ttps://ws.ndc.gov.tw/Download.ashx?u=LzAwMS9hZG1pbmlzdHJhdG9yLzEwL3JlbGZpbGUvMC8xMzcwMy9iYzJhZWM5MS03MjNjLTRmNjEtYjYyMC01ZWUxYzg4Mzc1NTkucGRm&n=MDgwNuacjeWLmeWei%2baZuuaFp%2baUv%2bW6nDIuMOaOqOWLleioiOeVq1%2fooYzmlL%2fpmaLmoLjlrprniYgucGRm&icon=..pdf陳文瑞（2010）。政府服務創新作為、服務品質、民眾滿意度與行為意圖相關性之研究—以高雄市公路監理機關為例。國立成功大學管理學院EMBA碩士在職專班碩士論文，未出版，台南市。陳向明（2010）。社會科學質的研究：第十四版。台北：五南。陳家聲（2010）。政府機關創新服務樣態之探討。研討雙月刊，34（5），頁30-38。陳敦源、蕭乃沂、廖洲棚（2015）。邁向循證政府決策的關鍵變革：公部門巨量資料分析的理論與實務。國土及公共治理季刊，3（3），頁33-44。湯玲郎（2017）。漫談政府服務品質獎－邁向卓越的里程碑。品質月刊，53（2），頁11-15。彭錦鵬（2016）。運用政府服務品質獎激勵政策創新。兩岸政策創新研討會，臺北：國立臺灣大學政治學系。張錦麗、林昭文、徐綺櫻、楊忠一（2019）。身心障礙輔具補助簡政便民以新北市輔具超音速計畫為例，社區發展季刊，168，頁55-71。黃力庭（2013）。提升電子化政府服務品質之研究—以綜所稅網路報稅服務為例。國立台灣大學管理學院資訊管理學研究所碩士論文，未出版，台北市。廖洲棚、陳敦源、蕭乃沂、廖興中（2014）。運用巨量資料實踐良善治理：網路民意導入政府決策分析之可行性研究。國家發展委員會委託研究報告（RDEC-MIS-102-003）。臺北市：國家發展委員會。廖麗娟、黃子華（2012）。政府機關精進創新整合服務之策略。研討雙月刊，36（5），頁15-26。劉士豪（2007）。以服務品質觀點探討電子化政府網站使用者與管理者之認知落差。中原大學資訊管理學系碩士學位論文，未出版，桃園市。劉坤億、胡龍騰、曾冠球（2012a）。公共服務創新策略與評獎機制之研究。行政院研究發展考核委員會委託研究報告（RDEC-RES-100-013）。台北市：行政院研究發展考核委員會。劉坤億、胡龍騰、曾冠球（2012b）。政府服務創新類型與策略引導。研考雙月刊，36（5），頁91-104。謝玉粟（2002）。虛擬政府的服務品質探討。國立中山大學公共事務管理研究所碩士在職專班碩士論文，高雄市。AIHW. 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