面對資訊科技發展全球化的趨勢與挑戰，網際網路成為各國政府治理的重要手段，我國自1997年推動電子化政府以來，在各界的努力之下，無論在家戶連網率、網路使用率及行動上網率等基礎設施上都已達成相當不錯的水準，電子化政府並獲得不同國際評比的肯定，突顯出我國在推動電子化政府之成效，電子化政府服務亦是政府與民眾間一種交流與溝通不可或缺的方式。 本研究以臺北市信義區公所為研究標的，在我國電子化政府受國際優良評比的前提下，落實在最基層的為民服務機關電子化政府服務，提出相關的研究問題，以了解實務上所提供電子化政府服務的實際執行情形為何，是否為民眾帶來優渥的便利性或是遭遇那些困難點，或只是徒具形式的電子化服務，並探究民眾的使用需求或使用行為是否有哪些改變，藉由研究發現，弱勢民眾及年長者之數位落差、電子化服務身份認證之限制、民眾對於電子化服務管道的陌生、民眾使用電子化服務申辦之誘因不足及對電子化服務系統行動化之需求等。 針對上述研究發現，本研究對臺北市信義區公所電子化服務措施，提出重新定位區公所電子化服務類別、電子化服務邁向行動化、強化區公所電子化政府服務誘因及宣導電子化服務管道、結合民眾資源等四大面向之具體建議，做為基層為民服務機關電子化服務措施精進之參考。 / Faced with the globalization of information technology development trends and challenges, Internet governance has become an important means of Governments, to promote our country since 1997, e-government, under the efforts of all walks of life, regardless of the rate of home Internet users, Internet use rate and rate mobile Internet infrastructure have reached a very good level, e-government and access to various international competitions certainly highlights the country in promoting the effectiveness of e-government, e-government services between government and the public is also a exchange and communication an integral way. In this study, the Taipei Xinyi District Office to study the subject in the context of e-government by the international rating of excellent, implemented in the most basic institution serving the public e-government services, proposed research questions related to the understanding of practice provided e-government services, the actual implementation of the case and whether it is privileged to bring the convenience of the public or the difficulties encountered point, or just a formality of electronic services, and explore people's needs or whether there are some changes in usage behavior, by study found that older people vulnerable populations and the digital divide, e-service authentication of the restrictions, the public electronic services for the pipeline strange lack of people to use electronic services sponsor of the incentives and demand for electronic service system of the action Wait. In response to these findings, this study Xinyi District Office in Taipei electronic service measures proposed repositioning of the district office e-services category, e-services oriented toward action, strengthening incentives for district office e-government services and advocacy e-Services pipeline, combined with the people and resources for the four specific recommendations, serving the public authorities as a reference grassroots measures sophistication of electronic services.

一、第一章緒論，分三節：第一節說明研究的動機與目的，第二節說明研究的問題 與驗證假設，第三節說明本研究之設計：包括研究方法，研究工具與研究變數之選 擇，並提出研究的基本架構，設定研究場合並進行抽樣設計，以及說明如何蒐集資 料和分析資料。此後進入本論範圍。 二、第二章透視工作滿足之理論，著重於概念及理論的抽象層面上，分四節：第一 節說明工作滿足研究發展情形，第二節探討工作滿足之概念，並澄清概念的混淆存 在。第三節說明工作滿足之理論基礎，亦即需要理論、人性理論、手段理論、公平 理論。第四節說明工作滿足與組織行為的關係。 三、自第三章開始，則係根據個案調查的結果，從事衡量分析，及至第五章止。所 使用的工具係配合我國行政生態環境的特質而設計的「態度量表」。至於處理的方 式，則為在第四、五兩章各節中分別提示有關的概念與理論，然後再從事衡量與分 析，而提示概念與理論之目的，厥為在本文說明上有其基礎。準此，第三章至第五 章之內容如次： 第三章調查樣本工作滿足之綜合分析，分四節，第一節說明調查樣本的特性，第二 節為調查樣本工作滿足之程度，第三節說明個人基本特徵與工作滿足之關係，第四 節整體滿足與工作態度各構面間之關係。 第四章第五章則就工作滿足各構面予以分析。各節依次說明調查樣本對工作本身、 工作條件、升遷發展、待遇福利、僚屬關係、同仁關係、組織認同等七個構面滿足 情形，以及個人基本特徵與七個構面的關係。 四、最後一章（第六章）則為結論，亦有四節：第一節旨在歸納研究發現，第二節 就所發現旳問題予以檢討分析，第三節為提出建議，作為有關當局改進之參考，至 於第四節則說明本研究乃是實驗研究的嘗試，當然有相當的限制，因此未來研究者 應力求排除這些限制，或可期望獲得更佳的成果。 #2810413 #2810413

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.