行政單位建置資訊作業系統成功因素之探討-以某市政府個案為例

Abstract

論文摘要 一套良好的資訊作業系統（information operating system）不僅可以有效降低行政單位內部的溝通成本，如果配合得宜，更可以協助管理者掌握最新資訊，配合整體情勢的變化，做出最適當而正確的決策。因此，一套規劃、設計良好的資訊作業系統，對於行政單位整體行政效率的提升，可以說具有莫大的助益。 雖然各行政機關與單位之間的業務性質與執掌不盡相同，然其運作模式與所面對的環境卻有一定程度的相似性。將某單位資訊作業系統成功的開發經驗透過「經驗移植」的方式轉移到其他類似的行政機關與單位，可以使其在開發資訊作業系統時，減少許多不必要的摸索和嘗試錯誤。 在本論文中，我們深入研究某市政府法制室在組織調整過程中，成功建置「行政罰鍰案件移送執行作業系統」的經驗。透過對該系統開發人員、專業資訊人員及系統使用者的深度訪談，探討行政單位建置資訊作業系統的成功因素與建置過程中可能面臨到問題，以作為其他縣市政府日後在建置該資訊作業系統時之經驗傳承。 經由許多個案研究與訪談結果分析顯示，我們發現建置資訊作業系統主要成功因素包括「長官對建立資訊作業系統的支持度」、「開發資訊作業系統投入的人力及預算」、「建置資訊作業系統的專業技術能力」、「個人達成任務的使命感與成就感」、「推動資訊作業系統負責人的領導者特質」及「推動小組內部管理與團隊能力的組織文化」等六項，值得其他行政機關、單位有意建置資訊作業系統之學習與參考。

Abstract A well-established information operating system could not only help reduce the cost of inner communication in an organization, but also assist managers to make appropriate decisions due to getting instantaneous information in changing circumstances. Therefore, a well-designed information operating system is very helpful to raise the performance of an administrative department. Although the characteristics and contents of businesses between organizations are somewhat different, there still exist some similarities between their operating models and working circumstance. That is, we can transfer some successful experiences about setting up information operating systems to other organizations and that would prevent others from making the same mistakes. In this thesis, we study the case while a government department is building their information operation system. We deeply interview with the system developers, professional managers and online users to obtain the elements of successfully building an information operating system. This experience can be transferred to other departments which would like to build a similar information system. As a result, we conclude that there are six elements to make an information operating system successful: “The support from department manager”, “The manpower and the budget”, “The abilities of techniques”, “The sense of missions and attainments”, “The leading characteristics of the master”, and “The cultures and management of the action team”.