本研究透過研究者從實務工作角度，整理自身和相關領域社工員於公部門從事社會工作之服務過程與經驗，以深度訪談的方式探究公部門社工員所擁有的專業自主發揮空間，以及提供專業服務過程常需考量及面對之問題，並歸納其存在之歸因與因應方式，從中思考社工專業制度是否有助於公部門社工專業自主性之發揮，並重新檢視社會工作專業存在於公部門扮演之角色及定位，找出可能的修正方向，期讓公部門的社會工作服務能與專業助人機制進行結合，讓社工專業能更貼近服務個案思考及服務。 　　本研究結果發現：（1）公部門社工專業角色定位不明，影響專業認同度；（2）政府的科層體制限制了公部門社工專業自主發展；（3）學校專業教育訓練是社工專業自主的基礎；（4）現行社工證照制度對於提升公部門社工專業自主性影響有限；（5）公部門督導功能受限於科層體制，影響公部門社工專業自主性的發揮。 根據研究結果，針對行政機關提出四點建議，包含：（1）建立公部門社工專業定位，釐清社工角色及職責；（2）各項福利申請或安置處遇的行政程序應盡量最簡化，減少繁瑣的行政作業，提升社工專業效能；（3）攸關弱勢權益的法規限制放寬其彈性，賦予社工員更多自主裁量空間，以彌補福利法規之不足及限制；（4）建構完善職前訓練制度。此外，針對目前社工專業制度提出三項建議，包含：（1）學校教育應重視培養社工獨立思考及專業自主能力；（2）重新檢視現行社工師證照資格認定方式，落實社工專業服務；（3）強化公部門督導專業角色，建立信任督導關係。最後，針對社會工作者自身則提出三項建議，包含：（1）堅定自我專業信念，建立專業自信及專業認同；（2）善用同儕支持與經驗分享，強化專業信念及專業知能，建構維持公部門社工專業自主的工作模式；（3）強化自我專業知能，累積實務工作技巧及能力，以實踐專業自主。 / The study by researchers from the substantive point of view, organizes their and public sector social workers’ service process and experience of social work and related areas. With in-depth interviews, the study explores that social workers of public sector have independence to develop their profession, finds the problems that often need to consider and face when providing professional services, and concludes with the cause and solution. Thus, it can further think if social worker’s profession system helps the public sector’s social workers have independence to develop their profession and re-examine the role and position that the social workers perform in public sector to find the way o amendments. Therefore, the public sector can be combined with a professional helping mechanism which allows the service to be closer to the social work profession case thinking and service. 　　The results of the study found that: (1) the role of public sector social worker is unknown that affects the degree of professional identity; (2) Government bureaucracy system limits the development of profession; (3) Professional schools of social work education and training is the foundation of professional autonomy (4) The current licensing system for enhancing the social public sector limited the autonomy of the social work profession influence;(5) Supervisory function is limited to the public sector bureaucratic system which affects public sector workers to develop professional autonomy. According to the research results, there are four-point proposal for the executive authorities, including: (1) Establish public-sector social work professional position and clarify the roles and responsibilities of social workers. (2)The placements of the case of an application for benefits or administrative procedures should be simplified as much as possible and be reduced cumbersome administrative operations in order to enhance the effectiveness of the social work profession. (3) The regulation of minority’s benefits should be more flexible so that it gives social workers more autonomy discretionary space to compensate for the lack of regulations and restrictions on welfare; (4) Establish a concrete pre-employment training system. In addition, there are three suggestions for the current system of social work profession made, including: (1) School education should focus on cultivating independent thinking and professional autonomy for social workers (2) Re-examine the existing qualification of social worker’s certificates to implement social work professional services; (3) strengthen the role of the public sector professional supervision and build a trust relationship of supervision. Finally, social workers themselves have proposed three suggestions, including: (1) firming self-professional belief and establishing professional confidence and professional identity; (2) use peer support and experience sharing, strengthen professional beliefs and professional knowledge and construct maintain professional autonomy of public sector workers working mode; (3) strengthen the self-professional knowledge, skills and ability to accumulate practical work to practice professional autonomy.

過去的研究多認為領導者若採用威權領導風格，對組織創新行為會有負面的影響。而本研究選擇基層公部門組織「臺北市大同區公所」進行個案研究，並觀察到該機關的領導者雖然以威權方式領導，但組織卻從各項評比落後的窘境，逐漸展現出諸多與其他區公所不同的創新服務，甚至因此獲得第六屆政府服務品質獎的殊榮。經過深入訪談及文獻分析之後，發現該機關正因為領導者重視「紀律」的威權風格，任期長又讓紀律深化落實到組織中，加上首長主動提出創新服務，並在機關內建立「制度」藉以養成同仁的創新習慣，又機關內高流動率的人力結構形成為年輕有幹勁的初任公務人力，紀律的壓力使組織成員產生團結的情誼與向心力，因此讓大同區公所在我國傳統的科層官僚體系中，成功展現出大不同的創新風貌。只可惜區公所囿於其定位與功能的限制，且官僚體系內創新的誘因制度尚未完善，因此無法將其蘊藏的創新能量發揮的淋漓盡致，目前做為引領我國政府創新改造的政府服務品質獎，也未有明確的追蹤機制，因此機關的創新作為能否內化成公部門的組織文化，仍有待後續觀察。 / While new technologies, ideas, and values keep emerging, innovation has been emphasized by public as well as private organizations to meet the expectations of their clients. Factors contributing to an innovation-oriented organization have widely been detected, seldom any studies would endorse the idea that an authoritarian leadership would facilitate the innovation. By examining the case of “Tatung District Office” of Taipei City, this study points out some conditions that actually makes an iron-fist leading style an essential contributor to successful initiatives of innovation. Through in-depth interviews and participatory observation, this study presents evidence about the effects of personal engagement of the leader and stable tenure in indoctrinating the innovation attitude to the subordinates. This study also provides some discussion on institutional settings for the bureaucratic system to avoid maintaining idle in facing rapid environmental changes.

知識管理是近年國內外公、私部門甚為流行的管理方法，無論在學術與實務界，對於知識管理已有相當豐富之研究與實務經驗，包括知識管理的導入、實施策略、知識分享、知識創新、知識管理系統的設計等。惟在當前知識管理的文獻中，鮮少針對公部門知識利用現況與影響知識利用因素進行深入探究。本研究認為，知識管理的最終目的在於將知識付諸實現，始能產生知識的價值，而非僅是知識的累積。基此，本研究以公部門知識利用作為深入探討的焦點，藉由文獻分析法及檢視個案知識利用現況，歸納影響知識利用之因素，試圖建構公部門知識利用之模式。同時，經由對個案成員進行之深度訪談，深入瞭解個案成員對知識利用的認知及實際應用知識的行為。希冀藉由本研究發現公部門利用內、外部知識可能存在的問題，並提出具體建議供個案或其他公部門參考，俾使知識管理得以務實、有效且永續地發展。 本研究經文獻檢閱，將影響公部門知識利用之因素分從組織文化、組織成員、知識內涵及知識利用技術等四大面向探討，並輔以深度訪談與個案分析後，有以下發現： 一、影響公部門成員知識利用的因素：1.組織文化面向，包括開放性、同儕與主管影響、合作信任氛圍、管理者的授權；2.組織成員面向，包括知識接受者的態度、判斷能力、人際關係、任務性質、時間、習慣、知識提供者的可近性；3.知識面向，包括相對優勢、相容性、複雜性、可觀察性、可試驗性；4.技術面向，包括知識系統的易用性、相容性、輸出品質（儲存、更新及呈現的形式）、知識庫存量及整合性、知識社群的效能、工作者整理知識的技術。 二、知識利用的現況：整體而言，利用組織內部的知識是成員必備的認知、能力與習慣，且透過機關提供之知識利用管道大致能找到日常工作需要的知識。另外，對於與業務有關的外部知識亦趨重視，惟不同單位對外部知識之重視程度則有不同。 本研究最後按所歸納之四大面向，分述個案在知識利用上存在的問題，並提出具體改進建議。 / Recent years, knowledge management (KM) is a very popular way of management in the public or private organization domestically and internationally. Whether in the academic field or practical area, there are abundant research and experience, including introduction of KM, implementing strategy, sharing and innovation of knowledge, design of knowledge management system and so on. Currently, public sectors do not have enough research to find out what are the factors influencing the knowledge utilization. My study acknowledges the ultimate purpose of KM is to put knowledge into practice, and to create the true value of the knowledge, instead of merely accumulation of that. My study focuses on the utilization of KM by public sector through document analysis and case study, induces factors for knowledge utilization, and attempts to build a model of knowledge utilization in government organization. In the meantime, by thorough interview with individuals in the case, we can understand the members’ acknowledgement and practical behavior of knowledge utilization. I hope my study would find out problems while exploiting internal or external knowledge in public sector and provide concrete advice to individual in the case study and different government authorities for reference resources in order to develop a more practical, effective and continual knowledge management. Through reviewing document, this study discusses factors that influence the knowledge utilization from four areas: organization culture, organization members, knowledge contents and modern technology. Through the thorough interview and case study, my study discovers the following conclusions. 1.The factors influencing the knowledge utilization: (1) organization culture: including openness, the influence of coworkers and managers, atmosphere of cooperation and trust, and empowerment of managers; (2) organization members: including the members’ attitude of accepting knowledge, good judgment, interpersonal relationships, the nature of the mandate, time, habits, accessibility of knowledge providers; (3) knowledge contents: including relative advantage, compatibility, complexity, observability, and trial ability; (4) modern technology: including ease of use, compatibility, the output quality (storage, update and displaying forms), a rich stock of knowledge base and integration of the knowledge systems, the effectiveness of the knowledge community, workers’ techniques of organizing knowledge. 2. The current condition of using knowledge: generally speaking, every member of the organization requires having the ability and habit to utilize the internal knowledge. The members are capable to use the information provided by the organization and develop the necessary knowledge to find the appropriate approaches to accomplish their daily work. In addition, job related external knowledge will get more emphasis, except the different departments look at the importance of external knowledge differently. Finally, according to this study, problems can be identified in the knowledge utilization of the case from the above-mentioned four areas that I have summed up, and offer suggestions for improvement.

自1980年代新自由主義興起後，在民營化、勞動彈性化席捲全球的背景下，業務委託不僅在公務機關(構)內成為常態，勞務委外更是政府用以節省人事成本的重要手段。另方面，為保障公務機關(構)受僱者之勞動權益，行政院勞工委員會以96年11月30日勞動一字第0960130914號公告，指定公部門各業非依公務人員法制進用之臨時人員適用《勞動基準法》。 然而，為規避《勞動基準法》的相關規定，人事行政局不僅公告《中央各機關學校事務勞力替代措施推動方案》和《行政院及所屬各機關學校臨時人員進用及運用要點》，企圖以「極大化替代性人力措施」取代各公務機關(構)內既有的「假臨時人員」；又即使是少數仍受僱於公部門之「假臨時人員」，亦面臨「虛假化定期契約」的問題。再者，就部分「真臨時人員」而言，則因相關部會的介入而排除於《勞動基準法》的適用對象外；至於未被排除適用《勞動基準法》者，亦由於受僱時間短暫而受惠有限，在在都嚴重扭曲勞委會最初保障勞動權的美意。 此外，2008年下半年受到全球經濟危機的影響，我國亦陷入失業危機的風暴中。為降低居高不下的失業率，政府著手推動多項增加就業機會的政策，其中以工代賑、短期促進就業措施等計畫均由行政院所屬各部會釋出短期公共服務的工作機會；然而，實際推動上不僅無助於提升弱勢勞工的工作技能，甚至仍以勞務採購為施政方向，忽略了外包、派遣公司即是造成當前高失業率的元兇之一！結果除導致政府須負擔原有的勞務委外費用外，更須另行僱用大批的失業勞工，使得原本就已沉重不堪的財政支出，無疑是雪上加霜！

公共部門的組織運作相較於過去，正處在更為不穩定和動盪的環境之中，公部門必須提高其「創新」的能力以為因應，並由於治理網絡形式的顯現，也更加強調公部門創新的重要性。面對當前許多充滿高度複雜與棘手的公共問題，我們不僅需要公共創新的新途徑，同時也要為許多問題的解決方案提出必要的工具。無疑地，吾人必須關注如何透過治理網絡中行動者間的協力，即是公共管理者、民選官員、企業、非營利組織等行動者的協力，用以強化公共創新，因此，「協力創新」可以說是當前公部門創新的重要議題，同時也是公部門面對網絡治理亟欲尋求的新方法。簡言之，欲探究的「協力創新」，則是指以網絡為基礎的協力，促進治理過程中公部門的創新。 本研究主要聚焦在公共部門協力創新的理論與實務的討論，以下述兩個關鍵重點做為討論的主軸：一、重點是針對「公共部門的創新」，而非一般所談論的企業創新；二、著重於「跨部門間或網絡協力」的創新，並非單一組織內部的創新。研究問題包括：何謂是在公部門的協力創新？協力創新的過程需要具備哪些條件？網絡中的行動者如何透過協力過程以導引出創新？協力創新呈現的樣貌或結果為何？對文化行政機關而言，文化創意產業政策之推動，對文化行政官僚的協力創新經驗有何特殊性？協力創新的過程有何困難？如何克服這些障礙，以驅動協力創新？ 儘管公部門透過跨部門、跨組織的協力創新研究還處在發展萌芽的階段。在實務上，公部門必須審時度勢，在協力過程中透過制度設計，與行動參與者進行有效溝通、建立信任，並證明展現其領導、協調和整合的能力。因此，本研究關注協力創新在公部門的應用，一方面提出整合自公部門創新、協力治理文獻而發展出來的理論架構，另一方面也針對文建會在推動文化創意產業政策運用協力創新的過程和經驗，進行質化的實證研究，以提供公部門有關協力創新應用之理論面與實務面相互印證的機會。 研究發現公部門創新必須致力於創造更多的公共價值；政治的推力、回應外部發展趨勢、核心職能外新增業務的壓力、尋求和匯集外部資源、創造有利創新的組織文化是公共組織內外環境中存在激發協力創新的驅動因素；而網絡治理的領導能力、多層次與橫向溝通平台、互惠的信任關係基礎、良性的創新循環等是影響協力創新過程的關鍵因素；公部門適當的制度設計有利於協力創新的發展；協力創新的多元價值結果亦呈現出不同的創新類型。最後，本研究也針對協力創新的實務應用、制度設計及組織運作、文化創意產業推動方面提出若干建議。 / The importance of strengthening innovation in the operation and organization of the public sector is highlighted by both today's increasingly variable environment and the emergence of governance networks. The many complex and wicked problems that are currently encountered in civil sector indicates a need not only to innovate, but also to come up with necessary tools for solving multiple problems. No doubt the primary focus should be on uniting efforts among actors in governance networks, namely civil sector managers, elected officials, businessmen, and non-profit administrators, in order to strengthen public sector innovation. For these reasons, collaborative innovation is an important topic in public sector innovation and an anxiously pursued new method as the public sector faces collaborative governance. Moreover, collaborative innovation is network-based collaboration that promotes innovation in the public sector governance process. This study primarily focuses on theories of public sector collaborative innovation and discussions of actual practice in the field. The study revolves around two key points: a focus on public sector innovation as opposed to commonly discussed business innovation, and innovation in cross-sector collaboration or network-based collaboration as opposed to innovation within a single organization. Questions addressed in this study include: What is meant by public sector collaborative innovation? What are the prerequisites for collaborative innovation processes? How do actors within a network lead innovation through collaborative processes? What are the features or results of collaborative innovation processes? What special experiences have administrators of cultural bureaus had promoting cultural and creative industry policies with collaborative innovation? What difficulties are encountered during processes of collaborative innovation? How can these difficulties be overcome in order to spur collaborative innovation? Research of cross-sector and transorganizational collaborative innovation in the public sector is still in its developmental stages. Each collaborative process must be assessed through system design to ensure effective communication and the establishment of trust, as well as to verify leadership, coordination and integration capabilities. Therefore, this study concerned with the application of collaborative innovation in the public sector first constructs its theoretical framework on extant literature in the fields of public sector innovation and collaborative governance, and secondly is directed at the Council for Cultural Affairs use of collaborative innovation in its policies that promote cultural and creative industries. This study employs qualitative empirical research to provide opportunities for mutually verifiable theoretical and practical collaborative innovation applications related to the public sector. Results of this study suggest that innovation in the public sector should be directed at creating more public value. Governmental influence, response to external trends, pressure added by work extrinsic to core functions, the collection of external resources and organizational culture cultivating beneficial innovation are all factors that drive collaborative innovation in and around public organizations. Network governance leadership ability, forums for both horizontal and vertical communication, foundations of mutually beneficial trust, and healthy innovation cycles are all influential factors in collaborative innovation processes. Appropriate organizational design in the public sector spurs the development of collaborative innovation, and the manifold values of collaborative innovation result in different innovative forms. Finally, this study aims to make recommendations for the practical application, organizational design and operation of collaborative innovation, and the promotion of cultural and creative industries.

為深入瞭解「電子化政府」及ICT應用等相關方案對行政治理之影響，本研究檢視有關ICT應用與社會及公共行政發展之文獻，並以歷史分析之途徑，探討我國推動「電子化政府」之演進，並以「經濟部國際貿易局(以下簡稱國貿局)」為個案研究的對象，探討「電子化政府推動方案」，以及ICT應用方案之實施情形與經驗，以瞭解將ICT運用於公共行政系絡之整體背景與意義；並輔以問卷調查方式，調查行政人員實際運用ICT處理公共事務之現象，以評估公部門所推動之電子化政府計畫之成效，以及ICT應用對行政效能之影響；最後，歸納各項研究發現，陳述本研究之理論及實務意涵，並提供我國未來推動「電子化政府」計畫之建議。 本研究經綜合所獲得的證據後，認為ICT及其應用與當代社會及公共行政發展的關係，並非如「科技決定論」論述所接櫫的單一線性因果關係，認為僅需直接將ICT導入公共事務活動上，即能自動地出現新形態的治理關係與行政實務活動。事實上，ICT及其應用之發展與結果，係一複雜的「社會建構」過程（Bekkers, 1996）。在此一過程中，「ICT應用」與「行動者之認知」及所處之「社會系絡」進行互動；「社會系絡」框架出ICT及其應用的參考架構，並賦與ICT適當的社會意義，：「行動者之認知」則展現其對於ICT之理解與知覺；ICT應用不僅反映出所處系絡的權力、意義與文化價值等社會安排，並成為該體系「維持」及「再生產」的手段。故各類「ICT應用」之態樣，實為在特定社會系絡影響下，行動者之心智模式的一種「再現」。換言之，科技及其應用僅為僅為互動過程之因素之一，並非宰制性的力量。 本文認為ICT應用於公共事務所能產生的影響，係取決於科技應用之社會系絡及其價值與意義。將資訊科技導入公共事務活動上，本身並無法自行出現新型態的治理關係與行政實務，電子化政府的新型態治理與公共行政之發展，仍需透過對於社會正義、民主、自由及人道等價值之反思，役使資訊科技滿足人類與社會發展及成長之需求。