本研究主要目的在瞭解基隆市公部門運用志願服務及管理制度的現況，探討志工持續服務的動力，提供各運用單位互相借鏡參考，促成各單位的協調合作，期能整合全市的志願服務人力資源，做最有效的運用。本研究先從志願服務相關文獻之探討，建立志願服務的理論基礎，經由各運用單位的實地訪問及現況觀察，搜集相關資料，再根據深度訪談、焦點團體座談的分析結果，整理研究發現並提供相關建議。 本研究發現基隆市政府暨所屬機關已運用志工的單位多為與民眾接觸較多、服務量較大的業務單位，成效除了以時數評估外，更重視志工對機關形象、政令宣導等獲得社會肯定及志工所發揮的角色功能。各類志工對其所從事之志願服務，均保有高度興趣及熱情，文化義工制度完整，全才服務；社福志工感情投入；環保志工身體力行，熱愛環保；義消組織龐大，出錢出力，社會地位崇高。運用志工較早或人數較多之單位，管理制度健全，多已成立志工團隊組織，依隊務需要，分組分工服務，如社會局志工、消防局義消、文化義工、環保志工等，從召募、甄選、訓練、工作分派、獎勵考核等均有一套規則據以遵循；近期運用志工的行政單位如區公所、戶政事務所等，使用人數較少，未以團隊組織運作，由承辦人直接聯繫運用。 本研究經過實證研究調查結果發現以下問題值得省思與探討： 一、實施志願服務法的省思 二、政策推動志願服務之探討 三、志工參加志願服務團隊隊數探討 四、志工流動率高低迷思 本研究並從管理的角度，對志工人力資源運用的主要面向，召募、甄選、訓練、工作設計、評估與獎勵分別提出相關建議。 / The main purpose of this research is to find out the situation of volunteer services and its related management system in Keelung City Government, discuss the motive power for volunteers’ sustained services, provide reference for each operating agencies, and promote the coordination and cooperation among each agency. It is expected that the human resources for volunteer service by the whole city can be implemented most effectively. This research starts from discussion on volunteer service related documentations, to build theoretic foundation for volunteer services. Through the field visit and observation on each implementing agency, it collects related data, and then sorts research findings and provides related recommendations based on analysis results of in-depth interview and focus group seminars. This research finds that agencies under Keelung City Government that use volunteers are mostly business unit with quite a lot contact with the public and quite large service volumes. Concerning its effect, other than evaluation on hours, the more important is volunteers’ acknowledgement on agency image, policy introduction and the roles and functions that they play and develop. All these volunteers have strong interest and enthusiasm on the volunteer services that they engage in. Culture volunteers have a complete system and can provide comprehensive services; social welfare volunteers put all their affection into their work; environmental protection volunteers set an example by personal participation and they love to protect environment; fire control volunteers have a large organization, put into their money and efforts, and enjoy a very esteemed position. For agencies that have used volunteers for long time or have quite a lot of people, their management system is quite thorough, mostly with volunteer team built, and provide service in groups according to tasks requirement, such as volunteers for social bureau, fire bureau, culture volunteers, environmental protection volunteers etc. From recruitment, selection, training, work assignment, reward and appraisal, each has its rules to follow. Recently, administrational agencies that use volunteers include public office, household registry etc. Only quite a few people are used, no teams are formed, the undertaker contact and use directly. After studying and investigation on practical case, the research finds the following that can be studied further and discuss: I.Reflection on implementing volunteer service laws II.Discussion on policy promoting volunteer service III.Discussion on volunteer participating in voluntary service team and the number of these teams IV.Myth of volunteers' turnover From the viewpoint of management, this research raises recommendation about the main aspects of implementing human resources of volunteers, recruitment, selection, training, work design, evaluation and rewarding respectively.

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自1995年聯合國世界婦女大會提倡性別主流化行動綱領開始，多元性別意識逐漸為各國所意識，這股潮流隨著同志運動的興起，也將同性戀權益透過民間或政府的力量納入到法律或政策當中。而許多針對同性戀者職場處境的文獻也反映出，多數職場仍充斥著異性戀霸權的規範，因此，對同性戀者工作權的保障成為多元性別議題中重要的一環。和多數針對私人企業員工的研究調查相較，本文的研究對象係服務於公部門中的公務人員。透過對同性戀公務人員、和職場相關異性戀公務人員的深度訪談，本研究發現，由於不同的影響因素，同性戀公務人員之間存在性傾向處理策略的差異，且除了自身的影響因素外，公部門亦存在若干特質讓同性戀公務人員難以改變目前的處理策略。最後本文根據訪談結果提出建立友善同志職場的幾點建議。

政府社會福利制度無法滿足多樣性的需求，社會福利預算成長亦有限，爰如何結合民間資源從事社會公益事業，為彌補政府資源有限之重要課題。依據行政院主計處「國民經濟動向統計季報」公告各國經濟成長率與平均每人GDP之比較，我國94年經濟成長率4.0%，分別較美國、日本及英國經濟長率3.2%、1.9%及1.9%為高，雖然我國公益信託發展遲緩，惟比較各國公益信託發展時程、公益信託件數與金額，如政府加強宣導，與私部門共同就法制面及實務面研議配套措施，公益信託績效可望顯著成長，致政府社會福利支出得有效移轉至私部門，撙節公部門福利支出預算。 目前有諸多財團法人面臨同質性組織募款競爭，其募款方向朝向研擬遺產、保險、負擔捐贈及公益信託等創新模式，例如：財團法人伊甸社會福利基金會，其亟須專業法律、稅務及實務案例之知識，以瞭解公益信託之設立程序等專業知識。我國信託法業於民國85年1月26日公布施行，嗣於89年公布實施信託業法；惟信託法制完備後，公益信託至今仍未被從事公益活動者廣泛利用，其原因為何，及如何推廣公益信託以提高社會福利水準，均為值得深入探討之課題。我國信託法制主要是參考日本信託法及韓國信託法為研擬草案之藍本，間接參考英美法之相關判例學說，是以，日本、美國、英國公益信託之介紹，亦是本文研究之重要課題。 公益信託與財團法人，均屬為提供一定財產從事社會公益活動而成立者，然其二者適合之型態互異，前者適合純粹以金錢給付為目的之公益；後者則適合直接從事經營事業類型之公益。就捐贈規模而言，前者不受額度限制，後者則受各主管機關規定不同。財團法人制度係屬大陸法制，公益信託制度則屬英美法制，惟二者在公益事業的推展應屬相輔相成之關係。再者，財團法人法源依據為民法，公益信託法源依據為信託法，惟公益信託既係信託之一種，爰解釋公益信託時，自無法由民法之概念加以解釋。綜上，本文擬以信託法為基礎介紹公益信託制度，進而比較公益信託與財團法人制度及稅制之差異及優劣，輔以各國公益信託之運作概況、制度與稅制之比較，提供有心從事公益活動人士一個參考，依其財力及需求選擇公益信託（Charitable Trust）或財團法人型態從事公益活動。 / The governmental system of social welfare can not meet the various demands. The budget growth of social welfare is limited, therefore it is an import issue for the authorities to combine civil resources to engaged public welfare activities. According to the statistics of the Directorate General of Budget, Accounting and Statistics (DGBAS) of Executive Yuan, the GDP growth rate is 4.0% in 1995, higher than America (3.2%), Japan (1.9%) and England (1.9%). Compared with global development of charitable trust, if the authorities strengthen advocating and study complete measures with private departments, the effects of charitable trust will develop obviously. Then the expenditure of social welfare will transfer to private departments successfully, and the governmental budget of social welfare will decline. Many nonprofit organizations are facing the homogeneous organization competition in raising funds. They are digging out and studying innovative ways of raising fund. Such as Eden Social Welfare Foundation, they desire to enrich law, taxes, and case studies to understand the procedure of setting up charitable trust. Trust Law and Trust Business Law had been stipulated and gone into effect in 1996 and 2000 separately, and other tax laws related trust has been put into practice. After completing trust law system, charitable trust had not been adopted popularly up to now. It is worthy to study the reason and to improve charitable trust so as to enhance social welfare criteria. Our trust law system refers to the trust law of Japan and Korea. It is related to American and England trust law systems indirectly. Therefore, it is an important issue to introduce the trust law of Japan, America, and England. Charitable trust and nonprofit organization are established by supplying certain property to engage in public welfare activities. The former is suitable for public welfare to sponsor money and not limited by amount; the latter is suitable for operating public welfare activities and amount is limited by different authorities. The nonprofit organization is continental system, and the charitable trust is common law. The former is resourced from the Civil Law; the latter is resourced from the Trust Law. We can’t explain the charitable trust by the Civil Law concept because the charitable trust belongs to trust. In short, I would like to introduce the system of charitable trust on the basis of the Trust Law, and compare the systems and taxation between charitable trust and nonprofit organizations. Moreover, it is essential to compare the operation, system, taxation globally. So as to provide thinking people some references to measure their financial resources and demand to do public welfare activities.

組織績效衡量長久以來便是學者關注的議題，特別是在擁有公權力的政府組織中；而如何透過績效衡量制度的輔助，使組織得以有效使用人力資源，並引導其朝向組織使命、策略目標邁進，即成為策略性績效衡量制度的核心課題。 本研究以針對國立中正文化中心之個案研究為主體，分析其組織特性後，首先探討現行績效衡量制度所遭遇之問題；次而以平衡計分卡概念設計其策略目標及績效衡量指標；最後則透過問卷調查檢測組織內不同部門別、身份別成員對各績效指標重要性程度認知是否有差異，並據以提出對整體制度設計之建議。 研究結果顯示，個案組織現有績效衡量制度，係散見於各項法令規定，其主要目的仍為消極地符合規定，無法有效激勵員工達成組織願景與目標。故建議個案組織可依平衡計分卡策略地圖之概念，按組織之使命、策略，建構出包含財務性及非財務性（含顧客、內部流程、學習成長等三項構面）之策略目標及績效指標，並透過績效責任劃分、貢獻度評比分別與組室、個人績效衡量制度相連結。此外，根據問卷結果分析發現，員工服務單位的不同及所屬身份別的不同的確會影響對於績效重要性的認知，且後勤單位及公務人員對組織績效與策略之重視不足將會造成組織與個人目標不一致（goal incongruence）之反功能現象，亟待改善。 / Performance measurement has been an important topic in academic research, particularly in the study of governmental organizations with which ultimate authority over public resources lies. How to achieve a more efficient use of resources and guide the organization towards its goals and vision has become one of the main subjects within the discussion of performance measurement. This research was based on a case study of the National CKS Culture Center, with a focus on the subject’s unique characteristics. First we examine the problems the organization encountered under the current performance measurement program. Then, a complete setting of new strategic goals and performance measurement indicators based on the balanced scorecard approach was proposed. The third part of this study reported the results of a survey, in which members of the subject organization from different departments and positions were asked to rate the significance of various performance indicators. Suggestions on the overall performance measurement system of National CKS Culture Center were presented at the end. Our findings showed that the current performance measurement system was simply a combination of rules extracted from various legislations, and the organization goal for most employees was to passively follow these regulations. We suggested that the organization should follow the strategy map approach, and set performance measurement indicators according to the organization’s mission and strategy. Both financial and non-financial indicators (consisting of different perspectives such as customer, internal process and learning & growth)should be incorporated into the system, including the measurement of department and personal performance. The survey also revealed that the difference in department and position strongly effected how an employee viewed the importance of different performance measurement indicators. The lack of interest and saliency on these measurements from the supporting personnel and civil servants would result in goal incongruence between the organization and individuals, which would cause negative impact on the organization as a whole.

個人文件是一種自然累積的文件，係由個人為記錄某些活動及事項所產生，雖屬私人性質，但經常由於產生者的過去經歷、工作職務、社會地位或特殊貢獻等因素，可透過文件內容與形式，忠實的反映出過去的社會情勢，並可從中看出相關重要人物之對於特定事件的思維，具有重要研究參考價值，故典藏機構亦將之納入館藏徵集的範圍之中。 本研究採用「多重個案法」與「深度訪談法」進行研究，首先以隸屬公部門之典藏機構作為研究範圍，包括：國史館、中央研究院近代史研究所檔案館、國家台灣文學館、國家圖書館與國立台灣大學圖書館，探討各機構個人文件典藏之範疇與主題；其次對各機構之管理人員與相關使用者進行訪談，以獲得有關個人文件管理與使用之相關經驗與看法。 根據研究發現，提出結論如下：一、各典藏機構所收藏之個人文件資料範疇有重疊現象；二、多數典藏機構未設置個人文件資料專責管理部門；三、各典藏機構個人文件徵集方式均以捐贈為主；四、各典藏機構個人文件之整編架構與陳列方式均「以人為主」，採「人物全宗」與「集中管理」為原則；五、各典藏機構個人文件檢索工具仍以紙本目錄較為普遍；六、各典藏機構針對個人文件之推廣主要有3種模式：舉辦展覽活動、網站建置與印製刊物發行；七、「電腦資訊技術」與「檔案管理知識」為管理人員認為最需加強之專業能力；八、個人文件納入法制化管理有其困難性，著作權與隱私權為最需重視之問題。 最後針對前述研究結果提出四項建議：一、促請各典藏機構制定館藏發展政策；二、建置理想之個人文件典藏與管理模式，包括：（一）編製管理工作手冊，訂定標準規範，（二）加強與捐贈者間之聯繫，訂定明確捐贈契約，（三）加速建置線上查詢系統，提高檢索效率，（四）配合付費機制開放檔案應用，並與國外典藏機構建立平等互惠之使用原則，（五）增加進修機會，提升管理人員專業素養；三、釐清檔案開放與應用之相關法律規定與權益；四、建立全國性個人文件目錄檢索機制。

本研究的主要目的為建構合理的政策行銷運作模行。從Crompton & Lamb所提出的策略性行銷規劃步驟，與Sanvely所提出的公共政策行銷模式做結合試圖建構起公部門在推動政策行銷時所應採取的關鍵措施；並以Burton區分利害關係人，分別制定方案策略的做法為架構，再加入Buurma所注重的行銷交易觀念來檢視政策設計過程中所埋下的行銷要素，以支持政策中的交易機制。總合以上學者的相關論述，而提出本研究之架構----最適政策行銷模式。 在最適行銷模式中，行銷工作始於機關的「行銷任務之確定」，並隨即設立各執行單位與機構的具體「行銷目標」。接下來便進「行交易機制的設定」，以認定出行銷者與顧客的交換價值之所在；而為促使交易活動能順利進行、交換價值能夠為雙方所接受，政策行銷者就必須從事「行銷組合應用」的規劃。最後，再進行「行銷稽核」來檢視此一系列的政策行銷活動之長處與缺失。 本研究以「台北市垃圾費隨袋徵收政策」為個案，以此一個案之規劃執行狀況來檢證模式的可用性以及落實行銷相關理論的程度；並提出政策模型的修改，以及未來政府在採行政策行銷活動時該注意的關鍵執行要素。 關鍵字：政策行銷、台北市垃圾費隨袋徵收政策、政府行銷、公部門行銷

Trading Area is a new shopping centre of the Taipei metropolis. Public transportations and the urban plan shaped a comfortable and unique shopping environment, which would be important conditions for consumers that lead to their preference to visit the Xinyi Trading Area. In the last part of this research, after the analysis of consumer behavior, this study proposed concrete suggestions to government authorities to serve as references for planning a trading area to public needs or promoting consumer visiting in a Public-Sector planned trading area in the future. / The goal of this research is to investigate the different development strategies of the Xinyi Planning District planned by the Public-Sector, the effects the public sector has on the formation of the Xinyi Trading Area, and the factors which influence consumer behavior in the Xinyi Trading Area. The study was conducted by questionnaires in the base of documentary analysis. The subjects were drawn by sampling method from consumers in the Xinyi Trading Area, and a total of 505 samples were handed out. The methods of analysis include descriptive statistics, crosstab analysis, and Chi-square tests for data analysis and discussion. Beginning in 1975, the Xinyi Planning District has been designated different functions at different times in the course of the development of the Taipei metropolis. From a local function to an international window, the Xinyi Trading Area is a new shopping centre of the Taipei metropolis. Public transportations and the urban plan shaped a comfortable and unique shopping environment, which would be important conditions for consumers that lead to their preference to visit the Xinyi Trading Area. In the last part of this research, after the analysis of consumer behavior, this study proposed concrete suggestions to government authorities to serve as references for planning a trading area to public needs or promoting consumer visiting in a Public-Sector planned trading area in the future.

多年來公部門受到了雙重的拘束：一是，預算被刪減；二是，處在需提供更多更好的公共服務的壓力之下。通常，公部門在面對上述資源受限、責任要求愈來愈多的環境時，典型的作法就是精減人力及減少計畫。但這是否為解決困境的良方，仍有待研究。學者Osborne及Gaebler在「新政府運動」一書中，認為最好的解決途徑是尋求「更好的治理形態」，即政府應調整本身的體質、增進效能、滿足顧客，使機關能在最低成本下運作。在一片「再造政府」、「再生工程」及「組織精減」聲中，當今的企業體與公部門組織，已意識到只有提供高品質的產品與服務，才能化解組織的存續危機。而全面品質管理便是一條能幫助組織渡過危機的革命性管理途徑，它與傳統管理實務在管理哲學、管理原則、管理焦點、績效評量、確保品質手段、管理結構、及改進的堅持方面都大不相同。全面品質管理是一種管理哲學，它的主要觀念可摘要為四點：經由組織過程中不斷的改進而致力於品質、經由資訊分享與將決策授權到最低的可能層級，轉換組織文化以鼓勵員工投入與賦予員工活力、創造與維持供應者與顧客的關係、使用資料蒐集與統計理論評量績效中的變異。全面品質管理實施時，應有相關的配合措施：建立品質測量系統、使其能與預算及資源系統相結合、調整人力資源系統、注重員工之訓練與發展等。

摘 要 台北市經過百年發展面臨都市老化的問題，政府面對都市發展之趨勢與需要，在時代環境變遷過程有不同之配套措施，而現今社會人口高齡化及少子化，政策從擴大都市計畫衍生以老舊社區更新為主軸，卻面臨整合不易的窘境。因此政府於民國87年11月11日公佈實施都市更新條例，將都市更新獨立於都市計畫法之外，使民間可自行整合後提交都市更新計畫，但卻依然成效不彰。多數研究認為法定權利人為此一困境之罪魁禍首，並以「貪得無厭」形容法定權利人在協商過程的態度。本研究認為都市更新計畫實屬於公眾利益，僅將問題全指向法定權利人實有欠公平，因此本研究將深入探討影響法定權利人的參與及選擇意願。 都市更新計畫的參與者，可分為法定權利人、實施者、公部門及更新從業人員。為探討影響法定權利人參與更新事業意願選擇行為之問題，本研究針對台北市四件正在進行中的都市更新計畫採取問卷方式進行實例分析，並將79位訪談對象分為法定權利人及其餘參與者兩大類，以不同層面深入探討法定權利人之重要性及與其餘參與者之間的互動關係，並根據問卷調查統計分析結果，了解法定權利人與其餘參與者認知之差異。本研究結合相關參考文獻之論點及「有限理性」抉擇行為理論為分析觀點，討論在都市更新計畫實施的過程中，影響法定權利人參與意願的原因，依據分析結果針對法制面及執行面不足之處建議配套措施，使都市更新之美意得在公開、公平及公正下實現，成為都市發展之動力。 本研究針對法定權利人多方討論，但實施者及公部門的部分則須更多研究人員繼續深入探討，並期望未來能針對相關法規尚未釐清之課題，共同突破都市更新長年以來效果不彰之困境。 關鍵字：都市更新法定權利人、實施者、公部門。 / Abstract Taipei city is facing city of aging problems after hundred years development. The government adapts the change and requirement of city in various periods by establishing different policies in different generation. Because of aging society and declining birthrate, the main urban renewal strategies are changed from city expansion to revitalization of communities, but they still face the difficult of integrated problem. Therefore, the government in Taiwan isolated the urban renewal statute from the urban renewal planning strategies on November 11th, 1988, so that citizenry can make urban renewal plan by themselves. However, the effects are still limited. Most researches think that the legal right of people is the reason in this difficult situation, and they use “Insatiable” to describe their attitudes during negotiations. This study believes the urban renewal plan is common interests for every participant. It is not fare to say the only one problem is legal right of people. Therefore, this study is going to have deeper discussion about the effects of their wills to attend and their choices. The participants in urban renewal plan can be separated to legal right of people, implementers, authority department, and professional employees of urban renewal plan. In order to understand the issue of legal right of people’s wills to participate and choices, this study uses a survey to analysis 4 processing cases in Taipei city by interviewing 79 participants, which are sorted to two types; legal right of people and the others. It uses different aspects to discuss the importance of legal right people, their interaction with the other participants, and their cognitive difference by analyzing the results of the survey. This research combines the related references and “Bounded rationality”, the theory of choice behavior, to be the viewpoint, to discuss the reason to affect legal right of people’s will in the negotiations and reveal the supporting suggestion of law and executive aspects, so that the original purpose of urban renewal becomes the motivation of city development under public, equity, and justice factors. This research is only focus on legal right of people version; not implementers or authority department. Therefore, for the unclear issues of relative polices, this study might provides important information to help further researches and ascertain the urban renewal difficulty. Keywords: The legal right of people of urban renewal, implementer, authority department.