由企業資訊入口網站(EIP)到個人資訊入口(PIP)之評估研究 -以中華電信為例

Abstract

資訊科技的應用是國家整體競爭優勢的重要指標之一。隨著網際網路普及化，大家體認到全球資訊網並不僅是電子化的大眾媒體，其扮演著推動「互動媒體」的角色，終將成為「個人化」的媒體工具。政府於近年來也積極推動「電子化政府入口網站」，擔負民眾與 e 化政府間溝通的橋樑。現代「個性化」的生活型態，加深消費者對個別化產品或服務的需求程度，展現在網際網路，就產生使用者依其需求或個別喜好特性，希冀設計具彈性與個性的個人化網站。 「加值服務的發展」是當前全球電信業者所面臨的重大挑戰之一，導因於目前全球電信產業遇到結構性發展瓶頸。以現今的電信供應鏈系統，實不足以承擔推動電信加值服務的重責，而是應該發展出更為複雜的「電信加值服務供應鏈」，來提升「電信加值服務」營收佔電信業整體營收的比例；也惟有整個「電信加值服務供應鍊」相關之上中下游企業的相互合作，始能夠提升電信產業的產業競爭力。 SOA 與 Web Services 解決現今 IT 環境所面對的挑戰。過去，所有服務的連結或資訊交換皆需經過量身訂做來開發程式，缺乏可整合各項服務的開放性標準，而 Web Services 的出現，創造開放性標準的環境，讓各種服務間能夠共同運作，實現SOA的最大價值。 SOA 為企業帶來的不僅是極大的 IT 架構彈性，更可以透過「開放性標準」來整合既有的應用程式，以保障過去、現在和、未來的 IT 投資。 基於「入口網站的興起」、「電信產業加值服務的挑戰」、與「SOA、Web Service等相關資訊技術的發展」這三大研究動機，奠定以「企業資訊入口網站到個人資訊入口網站之評估研究-以中華電信為例」為研究主題。針對所選取個案公司-「中華電信」，進行分析，結合現有資訊系統的三大分類－「業務類、工務類、一般行政支援類」，與包括「內勤中高階主管、內勤行政人員、櫃台服務人員、外勤中高階主管、外勤行政人員、現場工作人員」等六大類員工分類，分析「中華電信員工對資訊使用的需求狀況」及其與「C-I-T-E屬性配對情形」；最後，獲得「個案公司選樣資訊系統」結合「使用空間」因素後之「PIP 轉置組合」結果。由此得到，「個案公司在 PIP 展現的實證推論」，依人類五大空間分類之「工作、居家、移動」此三個使用空間，就中華電信選樣員工對選樣資訊系統的使用需求程度，予以歸納出其「櫃台服務人員、外勤中、高階主管、現場工作人員」，如此，結合「使用空間」因素之後，可以獲得中華電信「選樣資訊系統」之「PIP 轉置組合」；我們可以推得本個案分析結果足以說明「電信加值服務供應鏈」模式。當使用者面臨不同資訊系統、不同 ISP 所呈現的不同面貌，使用者如何能依照自己的想法建置一個屬於個人所需要的呈現方式，這即是本研究最終想要在諸多理論下得以證明。 此外，基於中華電信業務機密考量，所以相關說明未足深入，而且研究範圍設定在其實際作業狀況，並未普及一般大眾的需求，實具有侷限性，另也未慮及網際網路之資訊安全與認證，及各家廠商需協調應用程式面的問題。有關本研究後續研究建議，包括：「不同產業類別符合個人需求的工作網頁模組」之研究與實務建置；「運用於Any where, Any place and Any device的PIP」之研究；「設備廠商在硬體平台所發展出來，運用於不同工作系統上的相容問題，以及當中互相配合的成功關鍵因素」之分析。

The competence of information science application has been one of the most important indicators of a nation’s competitive advantages. With advancement and popularity of Internet, people now aware that the WWW is not only an electrical form of public media, but also plays a promoting role of interactive media and will be eventually becoming a personalization media tool. In recent years, the Government is aggressively promoting the concept of “electrification government portal website”, serving as the communication bridge between the people and the government, meanwhile the modern personalization life style deepens the demand for more characterized products and related services for each consumer. Such is the trend that users will anticipate a more elastic(flexible?) personal website platform to characterize their own interests in the internet. The development of value-added services is emerging as a major challenge for global communication industry and it has been shown that the current supply chain could not support the value adding process due to the industrial structural bottleneck. To solve the problem, the telecommunication industry needs to develop a more sophisticated value-added supply chain to generate more revenue for its own total income. Only through a vertical integration of the related businesses in the whole supply chain, the telecommunication industry can regain its competitiveness. The current challenges of IT environment can be solved through the development of SOA and Web services. In the past, all service links and information exchanges required customer-made programs to provide services development, lacking open standards to integrate each service demand. With the appearance of the Web services, the technology creates an open standard environment which allows an co-working among demanding ends and thus help to maximize the value of SOA. In brief, SOA brings not only to a maximum IT elastic structure, but also integrates current application programs through the open standard, thus protect the IT investment from the past to the future. It is based on the three motivations - the ramp-up of portal websites, the challenges of telecommunication value-added services and the development of SOA/Web Services related technology, that this research was titled as “An Evaluation Study on the development from Enterprise Information Portal to Personal Information Portal -- the Chunghwa Telecom Case Study”. The objective is to analyze the personal needs of information services of the employees of China Telecommunication and the matching of CITE through the experimental matrix of three categories of information system (business services, engineering services, and administrative supports) and six categories of employees (executives and directors, office duties, administrative supports, front line staff, field executives, field supports, and field engineers), and thus an “PIP’s deductive of the case company” was derived by the integration of “the selected information system in this case” and user space factors. The “PIP’s deductive of the case campany” incorporated the three user spaces, namely working, living and moving, out of the five human space categories and the service needs of the sampled information systems of the employees of China Telecommunication to conclude as the– “front line staff, inner/outer junior or section managers, field engineers”. By a further combination with the user space factor, the “PIP Transforming combination” of the “selected Information system” of China Telecommunication was then achieved. It has proved to be a useful model of value-added service chain of telecommunication business through the case study. How an end user could successfully setup his own operational environment based on his/her personal needs when facing a varieties of ISPs and information systems through thorough examinations of related theories is indeed the goal of this research. The results proved quite constructive though, a few notes worth further attentions. Owing to the business confidentiality of the China Telecommunication, some of the related research have not been fully explained in every detail. Also the research scope is limited only to the practical available operational environment, without taking into consideration of the requirements of the general public. In addition, this research didn’t consider the issues of information security and identification, neither the co-working problems for the application program development among vendors. For further pursuits, three research topics were identified including: 1. The research and setup of the working website module for different industry category to meet personal requirement; 2. The research of application PIP for “Any where, Any place and Any device”; 3. The analysis of the compatibility between the hardware platform and working operation system which developed by the equipment vendors, and the related key success factors.