政治傳播具有高度的不可確定性，傳播過程裡的訊息無時無刻地產生發出，且經常讓人感到不可捉摸，而政治則是為調和成員之間的歧異所達成約束集體決策的活動的過程。中央民意代表對於這種人與人之間的相互傳播過程尤其重視，因為這是他的日常生活與工作的情境，中央民意代表與微觀民意之關係，即是於政治傳播情境中探索人民意義認知與再現的過程，屬於政治社會化歷程。 人民除了以投票的行為表達民意之外，微觀民意，將如何成為政府治理與決策的依據呢？就本文之研究發現，微觀民意不僅具有反映公共政策且具有影響政府決策的能力，但必須仰賴訊息能有效地傳播的基礎。微觀民意如何透過政治傳播歷程形成影響公共的結果？微觀民意與中央民意代表中介者之關係？是本研究的問題意識。中央民意代表接收民意的管道來源包括大眾傳播媒體、本身與民意的互動及週遭人士所提供的訊息等，其中以公共服務所接收的民意訊息最為直接且豐沛，尤其在2008年我國中央民意代表選舉制度改為小選區制後，中央民意代表對於選區內的民意更為重視採用。 公共服務是中央民意代表與微觀民意間重要的中介工具之一，因此使用者體驗之品質評價及其關係管理，成為公共服務流程中重要的品質設計概念，敏銳的生產設計者也可能因此發現使用者的潛在需求，而發揮創新的動能，本研究在中央民意代表的公共服務中，藉由10,000小時以上傳播互動、超過2,000組個案，統計分析微觀民意樣態，以了解使用者實證經驗與評價，以實證質性研究歸納出民意需求的實質內容，整合量化之研究，提出本文之論述：中央民意代表與微觀民意之意義建構在公共服務歷程中共構，形成影響公共的政治傳播。 從微觀民意觀點，探討中央民意代表公共服務之品質，其變項由公共服務品質、信任（滿意度）、政治效能感、忠誠度及形象五個構面加以檢證，公共服務品質之因子包括便利度、可靠度、溝通度、專業度及關懷力五個子構面。研究結果與假設吻合，公共服務品質自變項與應變項各構面間具有相關性及關聯度，且信任(滿意度)為公共服務品質與政治效能感之中介變項。 此外，本研究之重要發現為，在公共服務品質中影響「政治效能感」的評價主要因素為「信任」，而「信任」的建立又奠基於公共服務之「專業度」與「關懷力」，微觀民意因此必須在具有理解的「情感認知」對話情境中，公共服務者提供具有「法理專業」素養對現行公共政策缺陷與潛在需求的「意義建構」澄題與諮商歷程，公共服務品質流程中之「關懷力」評價，對於中央民意代表之「忠誠度」具有重要影響力。 微觀民意鑲嵌公共服務與中央民意代表之政治傳播歷程將因此有新的意義建構，連結並影響巨觀體制的公共的能力，公共服務品質之管理方法論，必須建置以公共利益為軸心之流程設計概念中，注入細緻的創新元素「關懷力」及「專業度」，使人際與語意傳播之意義建構在具政治信任及政治效能感成份之公共服務流程中，微觀民意得以發揮對於巨觀的社會體制產生影響與改變的能力，使百姓與國家治理者產生有效對話機制。

2000年Denhardt夫婦提出了新公共服務理論，且於2003年及2007年出書，詳細論述此理論的7項核心理念：服務公民而非服務顧客、公共利益的追尋、重視公民精神更勝於企業精神、策略思維與民主行動、理解「課責」並非單純簡易的事、服務而非導航、重視人性價值而非生產力。而隨著民主的蓬勃發展，自我意識亦隨之高漲，對於公共議題的關注及公共利益的追求，伴隨著公民社會的形成，全球民主國家亦極力於促成公民社會的實踐。基於新公共服務及公民社會在時代的發展歷程中重要角色，國家之中央及地方各級政府組織應致力於運用與實踐，以落實地方治理，進而達成全球化下國家之競爭力。 村、里是政府地方自治制度中最基層的組織，地方制度法所明定之鄉、鎮、市、區內部編組。而村（里）長，受鄉村（鎮、市、區）長之指揮監督，辦理村（里）公務及交辦事項。本研究以基隆市里辦公處為個案，運用文獻分析法及深度訪談法，建立新公共服務與里辦公處的組織與功能兩者的關係，探討基隆市里辦公處如何本著為民服務之精神，運用新公共服務理念，繼續發揮其時代功能，進而順利達成最基層在地化的為民服務工作，並期能提供相關實務建議。 / In 2000, Robert B. Denhardt & Janet V. Denhardt put forward the theory of new public service and published books in 2003 and 2007 to discuss 7 core ideas in detail: serve the public but not the customers, pursue public interest, place more emphasis on civic spirit than enterprise spirit, strategic thought and democratic action, understand that accountability is not just a simple issue, serve but not navigate, value humanity but not productivity. With the prosperous development of democracy, self-awareness is also enhanced. As to the concerns on public issues and pursuit of public interest, together with the formation of a civil society, global democratic nations also try every effort to promote the implementation of a public society. Based on the important role played by public service and civil society on era development programs, the central and local governments and organizations should commit to application and put local governance into practice so as to achieve national competitiveness in the context of globalization. Villages and neighborhoods are the most fundamental organizations in the local autonomous system. The Local Government System Act specifies the sub-groups consisting of the villages, towns, cities and districts. Besides, the village (neighborhood) head is directed and supervised by heads of the towns, cities and districts to deal with the affairs of the village (neighborhood). This study, taking the neighborhood affairs office in Keelung City as the study case, applies literature review and in-depth interview methods to explore and establish the relationship between organizations as well as the functions of new public service and the neighborhood affairs office. It also aims to determine how the Keelung neighborhood affairs office employs the concept of new public service to continue its functions in the spirit of service, so as to successfully achieve the goal that the most fundamental organization serves the local people. This study is expected to provide related practical suggestions.

青年失業問題自從八十年代起就已成為先進工業國家中的一個重要議題，而在當今的台灣也不例外。2009年台灣的整體失業率已進逼6%大關，青年失業率更是達到近15%，情勢相當危急。對此政府推出預算高達120億元新台幣的「大專畢業生至企業職場實習方案」（簡稱企業實習方案），於95至97學年度的大學畢業生，以期能降低青年失業率，減緩經濟壓力。但方案在規劃之初與執行過程中，即遭受質疑與批評聲浪不斷，使得實行的美意與目標和實際狀況間呈現落差。 新公共服務（New Public Service）自2000年由Denhardt夫婦提出之後，有學者認為應該用新公共服務理論來檢視台灣的政府治理，並做為政府再造、行政革新的價值主流。因此本文首先根據國內外文獻及各國際組織如國際勞工組織（International Labour Organization，ILO）、經濟合作發展組織（Organization for Economic Cooperation and Development, OECD）與行政院主計處的統計資料，探討台灣青年失業問題現況與因素、特性與影響，以及各國對策等；接著就新公共服務的理論與核心概念及企業實習方案，進行整理與歸納。並就執行方案的學校行政人員、企業主管、大專畢業實習生、教育部與龍華科技大學等主管協辦機關等，進行面對面深度訪談，以了解該方案在執行層面上的現況。結果發現：在規劃面上，政府意欲解決當前青年失業問題、強化學校與企業產學合作，可謂立意良善；在執行上，因為時間急迫性與人力吃緊，而造成手忙腳亂的情形出現；在成果上，對於當前青年失業問題之緩解，及減少失業所造成的社會排除問題，確實有所裨益，然而因配套措施與規範不足，間接造成新鮮人起薪過低及人力資源低度運用等情形產生。 新公共服務精神的相符性上，服務構面獲得較高的認同；課責上因教育部非就業的專門機關，因此普遍不獲認同；至於信任構面，則是呈現分歧態度，總體而論，在某程度上符合新公共服務精神，然仍有相當大的改善幅度。政策建議方面，主責機關應再慎重選擇並及早規劃與配置人力，避免手忙腳亂局面；同時並加強配套措施。最後仍須從整體產業結構與產學發展，來規劃全面長遠的青年就業政策。

臺北市消防人員自2015年起試辦「加發危險職務加給加成」政策，該政策實施迄今已3年餘，本研究藉該政策探討臺北市消防人員公共服務動機理論及薪資滿意度與離職傾向之關係。本研究主要採問卷調查法，另輔以質性訪談印證及補強問卷之不足；量化部分就臺北市現支領「加發危險職務加給加成者」為研究對象，實際有效問卷為1,209份，問卷回覆率為81%，以SPSS for Window 20.0統計套裝軟體進行資料處理分析，採描述性統計及推論性統計分析（信度分析、獨立樣本t檢定、單因子變異數分析及皮爾森積差相關等）；訪談部分以滾雪球方式，訪談2位現職臺北市消防人員及2位離職臺北市消防人員，研究結果如下，公共服務動機越高之消防人員離職傾向越低；薪資滿意度越高之消防人員離職傾向越低。 另依訪談者所填覆之簡要問卷及訪談內容，皆與量化結果略為相符，並從訪談內容發現，雖消防工作中最具激勵效果為內在激勵之助人成就感，但若藉以減緩離職傾向而言，仍略顯不足，尚須自消防工作之各實質外在工作層面考量，方能減緩人員離職傾向。本研究結果顯示臺北市消防人員具高度公共服務動機，且公共服務動機及薪資滿意度皆與離職傾向有顯著關係，爰主管機關應審慎考量盡速讓試辦政策納入法規常態發放，俾憑減緩消防人員之離職傾向。 關鍵字：公共服務動機、薪資滿意度、離職傾向 / The Taipei City Fire Department has initiated the policy of “Adding bonuses to those with dangerous duties” since 2015. The aforementioned policy has been implemented for more than three years. This study tries to explore this policy focusing primarily on the impacts of public service motivation (PSM) and compensation satisfaction on Taipei City firefighters’ turnover intention. This study adopts the questionnaire survey method, supplemented by qualitative interviews to verify and reinforce the results. The questionnaires were distributed to the Taipei City firefighters who received the dangerous duties bonuses. The total number of valid respondents was 1, 209 with a valid response rate of 81%. Descriptive statistics and inferential statistics (including the reliability test, t-test, one-way ANOVA, and Pearson correlation) were conducted using SPSS for Window 20.0. The snowball sampling method was chosen to find the interviewees, including two incumbent Taipei City firefighters and two resigned firefighters. Results of this study were twofold: first, a firefighter’s PSM was negatively associated with his/her turnover intention; second, a firefighter’s satisfaction on the compensation was also negatively associated with his/her turnover intention. Responses obtained from the interviews were consistent with the survey results. According to the interviewees, it is found that the intrinsic motivation, the accomplishment of helping others, is a critical element for the firefighters to perform their services. However, intrinsic motivation is still insufficient to reduce the their turnover intention. It is necessary to consider improving the work conditions of their work at the same time, which, in fact, is the most effective way to reduce firefighters’ turnover intention. The authorities, therefore, should consider rules and regulations regarding this matter and, thereafter, legalizing them as soon as possible to keep the firefighters. Keywords: public service motivation, compensation satisfaction, turnover intention

近年來政府機關為提升行政效能與國家競爭力，積極運用「職務輪調制度」及「組織改造」以精簡組織人力，迫使人員改變既有熟識環境及伙伴關係，致提高其離職意願；然個人日常生活、工作態度與工作動機等行為表現均受到個人特質所影響，且面對風險之決策行為亦與個人心理預期有絕對關係；故個人風險傾向、官僚人格特質與公共服務動機差異會影響個人在工作上行為，也會影響個人職業選擇及生涯規劃。 本研究係以民國100年新北市政府民政局委託中國地方自治學會辦理新北市行政區劃調整規劃案為個案，而以依變項接受改變意願為主軸，分別對影響行為意願之「個人因素」及「組織因素」等自變項進行探討，以了解行政區劃調整是否因個人風險傾向、官僚人格特質、公共服務動機及預期職務調整效益等變項考量，影響接受職務調整之意願，進而轉換其職業行為模式。 本研究係以新北市各區公所主管人員為研究對象，對所有對象發放問卷，共發出268份問卷；採用敘述性統計進行個人基本統計變項分析，及運用卡方檢定、t檢定、變異數分析、相關性分析及迴歸分析等推論性統計進行差異性與關聯性分析，進而提出下列研究發現：一、區公所主管人員個人風險偏好以風險趨避者居多，且其接受職務調整意願影響之程度受到行政區域調整規劃案干擾；二、具保守者官僚人格特質之區公所主管人員較不接受職務調整意願，兩者具負向因果關係；三、區公所主管人員公共服務動機有逐漸削弱趨勢，致與職務調整接受意願無顯著因果關係；四、區公所主管人員對職務調整之預期效益會影響接受職務調整意願，兩者具正向因果關係；五、區公所主管人員接受職務調整意願頗高，且偏愛以各區公所間輪調安排模式。最後，提出建議予政府當局施政之參考，期使執行行政區劃機關提升政策實行效益。

本研究側重於探索性和描述性的研究，討論英國自一九七九年至二○○二年期間的文官制度改革，藉由對於英國文官制度改革的相關文獻的蒐集、整理及分析，能夠讓所研究的主題輪廓更為清晰，並且系統化地呈現出英國文官制度發展的脈絡與內容。 本研究之範圍，就研究的時間而言，係自一九七九年至二○○二年期間，涵蓋英國二十餘年來歷經柴契爾、梅傑及布萊爾等三位首相所推動及施行的各項文官制度改革活動為主；就研究的對象而言，係以英國文官為研究對象；就研究的主題而言，則以英國文官制度的主要內容為主，包括文官的考選、任用、陞遷、薪給、福利、考績、保障、培訓、退養及撫卹，乃至文官政策、人事機關等相關活動。 本論文之研究目的，在瞭解英國文官改革的背景與內涵、深入瞭解英國文官改革的重大政策變遷以及英國文官制度發展對我國人事制度興革的啟示。本論文第三章及第四章分別先就英國人事管理體制的轉變及中央人事機關的變革，依發展時間序列進行分析，經由對制度的演進及人事決策機制轉變的瞭解，探索英國一九七九年以來文官改革的啟動、發展及轉折的制度系絡及推動機制。 第五章到第八章中，則體察「組織變革」、「強化領導」、「績效課責」及「服務傳送」等英國文官管理重要改革課題，分別就政署的創制、高級文官職位的發展、課責制度的變革及新公共服務改革之發展及其對文官管理的影響進行分析，詳細敘述其政策內涵，同時注重各項人事管理政策與公共治理相關理論間的連結，評估各項政策結果，以及未來可能發展。 最後，則於第九章中，分別就我國近年來所推動相關之人事興革措施，包括核心價值及核心能力、行政法人化、績效管理制度（考績改革及績效獎金制度）、高階文官甄補等，與英國的文官改革經驗進行比較性的對話，並提出未來我國相關制度的改革方向建議。

大學發展的歷史，即是一部大學爭取學術自由之歷史。德國最早將學術自由納入憲法以基本權保護，並推演大學自治為學術自由制度性保障，賦予大學公法社團之獨立法人格，建立學術自由圍籬，法人化遂成為學術自由落實之主要途徑。 只是，隨著外在知識經濟、全球化競爭等環境變遷，大學除教學與研究基本功能，同時具有知識工廠、文化傳承、提昇國家國際競爭力、服務社會等多元功能。而經濟衰退，使政府對大學預算減少，在經費窘迫下，大學組織運營面臨經費與資源有效運用等議題。如何有效運用資源、發揮大學被期待之多元功能？成為各國大學改革重要議題。 我國大學法制改革，1994年以學術自由、大學自治為主張，期建立德國「學者共和國」，防止國家政治干預，擬將國立大學法人化，賦予大學獨立法人格地位。2002年配合政府改造，提出講求效能與效率的行政法人制度，並擬改制國立大學為獨立行政法人，在立法院審查修訂大學法時，將行政法人化專章刪除，委由未來制定專法，形成我國大學法人化似又退回原點。 本篇論文以時間（中世紀迄今）、與空間（德國、日本、美國）雙軸向形成之環境，進行有關學術自由理念、大學自治制度發展歷程等文獻整理，釐清學術自由對大學理念與組織法制之定位及其影響（第二章及第三章）；及現代環境變遷導致大學功能多元，加以政府預算緊縮，使大學需面臨營運成效議題，而公共管理理論對各國政府改造實務經驗對大學組織變革之啟發與影響（第四章）；取法近代德國大學組織型態鬆綁（第五章）、日本國立大學法人化等改革經驗（第六章）；重新審視我國大學法人化追求時，如何在兼顧學術自由理念價值與組織營運效能下，建構大學外部組織型態與內部組織法制（第七章）

2000年Denhardt氏二人提出新公共服務理論，主張「信任合作」、「公共利益」、「服務」、「共享」等理念，強調政府角色的轉變由領航轉變成為服務、重視公民社會與公共利益、注重政府與社區之間的溝通等，以提升公共服務的尊嚴與價值，並確保公共行政的民主、公民資格與公共利益等核心價值。因此，現今政府機關除了講求為民服務，也應該重視人性尊嚴，強調民主參與及公民精神，而公共行政人員也應當自我省思、重新體會服務的意義，以及現代公務人員應有的認知、態度和價值，同時建立民主參與或民主治理的機制，引導公民透過公共事務的參與和意見的表達，共同建立公民社會，以追求公平、正義、關懷等價值之實現。 區公所作為臺北市政府最基層的為民服務單位，其如何提供公共服務並引導民眾參與公共事務、協助公民社會之建立，實有研究之必要。本研究乃從新公共服務面向切入，藉由文獻的回顧與整理，建立新公共服務、公民社會與臺北市區公所三者的關係，並且運用參與觀察法及深度訪談法，蒐集分析區公所人員、里長、社會團體代表及區民對於公共服務及公民參與的認知與看法，以及區公所和與民眾、社區和團體的互動情形，期能對於政府機關、公務人員及民眾在為民服務、公民參與及公民社會的建立上提供相關建議。 本研究發現，臺北市區公所近年來致力於公共服務品質的提升，已獲民眾肯定，而在公私協力合作方面，亦獲得許多社會資源的協助；另一方面，雖然市政府及區公所提供了許多管道讓民眾得以參與公共事務，但民眾之公民參與仍有待加強，而其公民意識亦有待培養。因此，本研究建議，政府機關服務要更主動積極，對於各項活動及政策要加強宣導，並應負起公民教育的責任，與民間團體建立長期的夥伴關係，同時應落實輪調制度、建立內部參與管道並適時激勵員工；公務人員應體認新公共服務精神，把公務生涯當作修行、公共服務當作志業，同時對自己的工作進行反思，透過自我充實，增加智慧解決問題與壓力，以建立服務的心態與熱忱，勇於面對未來的挑戰；而民眾亦應瞭解新公共服務的意涵，提昇自己的公民性格及民主素養，學習尊重別人並為他人服務，積極參與公共事務並承擔社會責任，為公民社會的建立共同努力。 / In 2000, Denhardt and Denhardt unveiled their theory of the new public service to give out such concepts as trust and cooperation, public interest, serving and sharing. They stress the government should change its role from steering to serving, pay attention to civil society and public interest, and lay emphasis upon its communication with communities, so as to boost the importance and value of public service and assert the democracy of public administration and the core value of citizenship and public interest. For the sake, in addition to serve people, the government nowadays should also pay attention to human dignity and encourage democratic participation and civil spirit, while public administrators should reconsider the meaning of service and what knowledge, attitude and values they should learn as a public administrator. Meanwhile, they should establish institutions for democratic participations and democratic rule and find ways for people to establish a civil society through participation in public affairs and expression of personal opinions to pursue the cause of fairness, justice and humanistic concerns. Since district offices are grass-root service unit for Taipei Municipal Government, finding how they offer public service, steer people to participate in public affairs and help establish a civil society is essential. So, focusing on the new public service, the Study managed to establish the links between the new public service, civil society and district offices of Taipei Government by reviewing and taking up the literature available. Furthermore, by means of participant observation and in-depth interview, the Study has succeeded in collecting data about district office staff, li heads, representatives of social group and district residents’ knowledge and views of public service and citizen participation, and interactions between district offices, the general public, communities and social groups. The purpose is to offer ideas to government institutions, government employees, and citizens in general with respect to public service, citizen participation and the establishment of a civil society. As a result, the Study found that the district offices’ efforts at boosting the quality of public service has been approved by the people while obtaining lots of help from many sources in the society for their cooperation program between public and private units. But, on the other hand, though lots of opportunities were offered by Taipei Government and its district offices for people to participate in public affairs, their participation willingness is still be desired and their civil identity is still to be cultivated. So, the Study suggested the government institutions to render their service more positively, boost their policy and activities introduction, bear their responsibilities for civil education, establish long-term partnership with civil groups, enforce rotation system, and establish channels for inside participation so as to encourage the employees at due course. It is expected that government employees will heed the spirit of the new public service and make their career a life-time devotion and public service their cause. They should also examine their jobs critically and try to better themselves so as to solve their problems and pressure with more wisdom while facing future challenge with their readiness to service and enthusiasm. On the part of the citizens, they should learn to understand the meaning of the new public service, uplift their citizen character and breeding, respect others and render service to others, take part in public affairs positively and shoulder their own social responsibility so as to establish a civil society through mutual efforts.

政府組織導入資訊科技後，帶來進步與改變的契機。過去研究從發展階段論探討此議題，多預設科技會依獨立自主的邏輯發展而對社會造成衝擊，因此主要的管理工作是協助社會大眾適應不可逆轉的科技發展。然而，這些學理上的臆測，在田野真實性是愈往發展後期愈下降，造成理論與實務的脫節。本研究從科技與社會研究（Science, Technology and Society, STS）學術脈絡下手，從實務觀察中，致力於挖掘科技和社會間雙向互動、相互形塑的關係；並主張以契合式纏繞(aligned-entanglement) 觀點，探討科技與政府組織相互形塑呈現出轉型的動態歷程。 本研究援引交引纏繞式（entanglement model）互動的模型，加上科技契合(technology alignment)觀點，應用於電子化政府整合型服務之研究，以解釋為何纏繞產生非預期結果，以致走向轉型。因為資訊科技特性需連結兩個以上組織才可讓資訊跨組織流通，所以科技與組織互動的轉型態樣有別於以往單一組織與科技互動的態樣。本研究在分析架構上的貢獻有三：1. 提出以科技契合的交引纏繞歷程觀點探討轉型，修正及補強以交引纏繞歷程觀點來分析轉型，2.開發出探討跨組織科技契合的分析構面，抽離出田野背後的運作邏輯， 3.重新詮釋公共服務的創新擴散，將以往僅探討科技創新與採用的關係，再行深入，把科技設計者從科技創新分離出，成為探討科技設計者、科技創新以及採用的關係， 由此進一步剖析當科技展演無效而發生轉型現象的論述。 本研究根據此看法，採質性多個案研究法來分析台灣電子化政府發展中兩個整合型公共服務，分別是「農產品產銷履歷系統」以及「G2G2B公文電子交換系統」，探討社會/科技集體從萌生到關係穩定化的歷程，或是位移如何發生，由此探知轉型過程。研究發現四種交引纏繞樣態皆有可能導致社會/科技集體的轉型，分別是「科技誤用，對服務真諦不了解」、「科技挪用，妥協下的次佳選擇」、「科技不適用，未立即傳遞的服務」以及「科技不用/科技調適，端視服務內容可被替代程度而定」四個纏繞軌跡的樣態。其共同特點是剛開始科技與跨組織各要素是契合的，雖偶有不契合也多以微調方式修正即可；但是逐漸在各執行面都有一些偏差，在科技展演無效後，科技設計者在權衡情境後所採取的解決方案，進一步呈現出可能的解釋因素，分別是對「科技精神」的了解程度、設計者對環境變化的認知、或科技特性在特定歷史環境不易充分發揮、或是對服務真諦的了解程度等。 本研究提出契合式纏繞觀點，相信這樣的研究成果會深化電子化政府轉型式發展的分析。本研究建議，在無效科技展演後，要預留迴旋空間(leeway)重新開啟科技的詮釋，允許不僅檢討「進度」達成與否，更要檢討「目標」是否合適，如此該社會/科技集體的纏繞式轉型才較不會走偏。 / The implementation of information technology by government entities brings opportunities for progress and change. The conventional wisdom of technology determinism considers the development of e-government as irreversible and the key objective is to assimilate the users to adopt the technology. However, these theoretical speculations tend to lose their explanation power during the later stages of e-government deployment. In other words, there is a mismatch between theory and practice. This study argues that the adoption of technology in governmental organizations is a result of interactions amongst factors such as strategic alignment, IT alignment, IT-structural and process alignment, business alignment, and service alignment. This study illustrates the dynamic entangled process in offering integrated services for e-government and describes the trajectories of this transformation. The aligned-entanglement perspective is then used to provide a better explanation than the punctuated-equilibrium and situated change perspectives. Three main contributions are made by this thesis. First, it proposes a new model to explore governmental organizational transformation. Second, it develops an analytical framework and makes explicit the operation logics of field practice. Thirdly, it re-interprets the diffusion of innovation in public services by incorporating technology designers, the technology itself, and the adopters as distinct actors in the transformation process. Qualitative case study method is used to analyze the implementation of two integrated public e-services in Taiwan: “Agriculture and Food Traceability System” and “G2G2B Electronic Document Exchange System”. The field studies show how the social/technical collective becomes stabilized overtime or how displacement occurs. This paper finds four patterns of displacement: misuse of technology through lack of understanding, the inappropriation of technology, the inapplicability of technology resulting in non-usage, and resistance or adaptation depending on suitability to the adopter’s tasks at hand. The common theme of these patterns is that, while minor misalignment can be fine-tuned in the beginning, these misalignments tend to accumulate through out the execution phases resulting in ineffective performance outcomes. Furthermore, the choices of technology designers to remedy these issues shed light on issues influencing the outcome; namely, misunderstanding of “technology spirit”, designers’ lack of sensitivity to environment change, the poor fit of technology features given its contemporary government context, and lack of understanding on the essence of services. This study proposes aligned-entanglement perspective and enriches the understanding of transformation in e-government development. This study suggests that, upon ineffective performances in technology, one should make leeway in the calibration of the deployment. By assessing the appropriateness of the initial goals in addition to reviewing progress milestones achievement, the social/technical collective is less likely to go down the wrong path in this (transformation) process.

本研究主要目的在瞭解台北縣民力參與警察業務的現況，從警察機關與民力組織兩方面進行，探討應如何整合各類民力參與警察業務？實務上有哪些警察業務適合由民力參與，以及如何提升民力參與意願等問題，期能整合民力資源，作最有效運用，提供警察機關運用民力之參考。本研究主要以台北縣民力參與警察業務為研究範圍，首先以文獻探討研究台北縣民力參與警察業務的現況，再進一步針對台北縣新店警察分局運用民力參與警察業務做個案觀察研究，目的是在瞭解目前新店警察分局成立「全民治安諮詢委員會」運用民力參與警察業務的現況，試圖尋找出一套警察機關策略整合民力運用的機制，以供各警察機關民力運用時之參考。經由實地參與觀察，蒐集相關資料後，再根據深度訪談的分析結果，整理研究發現並提供相關建議。 本研究發現，民力運用制度於日據時代是身分、地位及榮譽的象徵，人民參加的意願相當高，運用民力參與警察業務的內容，亦隨著環境的需求而改變，以前是單純的協助治安維持，後來增加秩序維護，近年來為民服務是相當受重視的工作，而且民力參與警察業務一直受到政治力量的影響，只是程度不同而已。其次，就警察機關依法編組的民力而言，要整合編組成一種民力組織是有困難的，但是義警、民防、社區巡守隊業務功能相近，其業務是可以合併由一個單位辦理，惟民力運用應整體整合運用且整合對象要多元差異，因其特性運用，不只限於依法編組運用的民力，而民力整合的重點在於主管是否用心？是否具有整合的能力？目前運用民參與警察業務注重功能導向，欠缺策略性整合運用機制，而且要整合吸納民意代表參與，避免民力成為政治工具。另外，實務上民力參與警察業務的內容有情資提供、協助勤務執行、預防犯罪宣導、協助學童上下課安全以及協助分駐派出所為民服務工作。最後研究發現民力單位（人員）受到尊重、所提出的問題能獲得解決，是提升他們參與意願的重要因素，而福利制度的好壞，並非提升參與意願的重要因素。 / The purpose of this research was to understand the present situation of civil force participation in police affairs in Taipei County. This research on the integration of all kinds of civil forces assisting police affairs covered two areas: police administrations and civil organizations. We were interested in finding out what kind of police work is suitable for civil forces and how to encourage citizen participation in these programs. By doing so, we would like to provide suggestions to police institutions when organizing civil forces so that they may be integrated more effectively, thereby enhancing their continued participation. In this research document analysis was first completed, and then a case study of the Shin-Dian Police Precinct’s “Public Security Consulting Commission” was carried out. Through actual participation and observation, we gathered the data used in this research. Through data analysis of our findings and in-depth interviews, we have provided relevant suggestions for police administrators in this paper. This research reveals that during the Japanese occupation of Taiwan the civil force system was a symbol of identity, status, and honor, and therefore the willingness among the population to participate was quite high. The purpose of the organization also adapted to Taiwan’s changing society. Initially, the force simply maintained public security, but later it took on the work of keeping order. In recent years, the civilian services have been highly valued, but there are problematic aspects. For example, civil forces’ participation in police affairs has always been somewhat connected to influence peddling. In addition, it is difficult to integrate and organize a civil organization as broad as the civil force that is officially managed by the police administrations in Taiwan. However, because vigilantes, civil defenders, and community patrolling squads have similar functions, they can be merged and managed as a single unit. And the subjects integrated should be diverse on certain targets. Because of its utilization characteristics, it is not only confined to the officially arranged civil forces. It was found that the success of civil force integration depends on the expectation of the commander’s involvement with the group and how capable he or she is at organizing the volunteers. Utilizing civil forces to participate in police affairs is a highly functionally oriented undertaking. However, it was found in this study that it lacks strategic integration and utilization. Therefore, the participation of the representatives must be integrated and absorbed in order to prevent the civil forces from becoming political tools. These civil forces are valuable resources providing general intelligence to police, police duty assistance, crime prevention propaganda distribution, security for schoolchildren, and civilian services assistance. Finally, we found that it is not the compensation they receive that inspires the citizens to participate in such civil forces, but rather whether they feel highly valued and if their problems are solved that keeps them in the program.