績效弔詭？從公民期望管理析探災害防救之績效管理

Abstract

災害管理已是當代政府在治理議題上所必須嚴肅面對的課題，然而如何衡量災害防救之績效在過去的研究上卻是較為缺乏的。績效管理反映了「目標與結果」關係，而不管是正向或負向的績效指標，只要組織的成果能夠符合當初設定的目標，則組織可被視為具有績效的並能進而提高顧客的滿意度。然而對災害防救來說，弔詭的是即便政府有效的減少了傷亡人數或經濟損失，然只要仍有人員傷亡，政府相關單位仍極有可能招致批評。換言之，「如何合理衡量政府災害防救之績效」，以及「如何將政府災害防救之績效與公民的滿意度相連結」則成為本計畫主要的研究旨趣。 本計畫第一年主要焦點在探討災害防救績效管理現行存在之困難，並試圖透過公民期望管理的角度來消弭績效認知可能之鴻溝。在文獻檢閱後，主要的研究方法包含有深度訪談以及焦點團體座談，預期在第一年計畫執行完畢時能描繪出災害防救合理的績效構面，並作為第二年進行層級分析法(AHP)之依據。

Disaster management has been a critical subject in contemporary public governance for several decades； however, how to measure the performance of disaster management has not been adequately discussed in the past studies. Performance management reflects ’goal and result’ relationship. As long as the result is consistent with the initial goal, the organization will be seen as having achievement and can thus increase customers’ satisfaction. Nevertheless, regarding to the performance management of disaster prevention and relief, the paradox appears. That is even the government effectively decrease the number of the injured or economic loss, it is to be criticized as long as there are people injured or dead. In other words, it is the main objective in this study to investigate ’how to properly measure the performance of disaster prevention and relief,’ and ’how to associate the performance of disaster prevention with the citizens‘ satisfaction.’ In the first year of this two-year project, this study focuses on understanding the current problems and difficulties of performance management in disaster prevention and relief. In order to minimize the cognitive gap between government and citizens, the analysis will be base on the perspectives of citizen expectation management. Following the literature review, the main method includes in-depth interview and focus groups. It is anticipated that the reasonable structure of performance management on disaster prevention and relief can be sketched in the first year. In terms of Analytical Hierarchical Process (AHP), the operable performance indicators of disaster management will be set up in the second year project.