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.

在資訊化與全球化的浪潮之下，政府間的政策趨同（policy convergence）現象，在學術界或是實務界都已有頗多討論。理論上，此議題是比較公共政策的延伸，與政策學習、政策擴散等概念有密不可分的關係；實務上，更是政策過程重要的假定基礎，唯目前學界對於趨同現象的發展仍有許多爭議。本論文主要目的是以政府業務電子化發展為個案，回應資訊化與全球化將提升國家間政策趨同可能性的觀點；並進一步透過個案分析，建構影響政府電子化發展的解釋模型。研究提問首先是政府業務電子化的全球發展，是否產生同型化主義、科技決定論所預測的政策趨同現象？其次是什麼因素影響電子化政府與電子民主參與的發展？為了回答以上研究提問，本論文分析聯合國2003-2005年，以及布朗大學2003-2008年的電子化政府成效調查資料。 研究結果顯示，即使多數文獻認為電子化已成為全球的發展趨勢，並且建構出許多發展階段模型，但資料顯示，全球電子化政府與電子民主參與發展，呈現出「國家間彼此差異擴大，只有部分國家持續往政策理想點移動」的現象。以政策趨同的概念來說，電子化發展成效沒有σ或δ型態的趨同；此外，在發展路徑上，電子化的發展類型沒有一定的規則可循，有些國家先著重線上交易互動，有些先著重電子民主參與，發展路徑多元。此外，透過2003-2005年度的定群資料分析，與2005年資料的分量迴歸分析，包含網路應用程度、全球化程度、人力資本指數、自由程度、相鄰國家發展程度、國民生產毛額..等，都與電子化成效有正向的顯著關係。網路應用程度越高電子化政府發展越好，在專制獨裁型國家的影響效果高於總統制國家；全球化程度越高電子化發展越好，尤其在剛開始發展電子化的國家中。電子化民主參與方面，自由程度是電子化民主參與能否從低階發展到進階的重要因素；網路應用程度與人力資本指數，對高度電子民主參與發展的國家而言是重要的影響因素；相鄰國家的成績越好，發展電子化的動機越強，且影響力量隨著電子化發展成效的上升而加強；最後，經濟條件所產生的影響集中在那些剛開始發展電子化的國家中。在方案的選擇上，影響國家是否優先發展電子民主參與的因素來自於內外在的需求，全球化的程度越高，「電子化政府」就越不可能被忽略，議會制是最不可能優先發展電子民主參與的政體。 本論文基於政策趨同並未發生在電子化個案中的研究發現，主張即使在全球化的架構下，政策趨同的思維有重新界定與分析的必要。在實務上，本論文建議各國政府放棄追求一體適用的全球性架構，停止國際名次的追求，建構以地方為中心、使用者為導向的電子化措施。整體而言，本論文的貢獻為全球化與資訊化環境底下的政策發展理論，提供了新的實證資料與解釋，也對長期以來科技決定論與社會科技主義兩者平衡提供了一個穩固的基礎。 / Both e-government and e-participation have been recognized as worldwide trends. Many studies offer e-government development models that are based on intellectual speculation rather than data from empirical observation. This research argues that both e-government and e-participation are not only incorrectly dominated by technology determinism, but also misuse the global policy convergence assumption. Although the cross-national policy convergence is an established issue in comparative research, its academic popularity has not resulted in a general consensus. Whether societies become more and more alike, implement similar policies, or pursue the same policy goal is still an unanswered question. By analyzing the United Nation's 2003-2005 e-government index and Brown University's 2003-2008 e-government survey data, this paper aims to achieve two goals: the first is to analyze the development path of global e-government and e-participation, and to answer the question whether global e-government and e-participation performance have converged on the ideal policy point; the second is to construct e-government and e-participation performance models for different types of regimes. The findings show that there is no sigma convergence which means the difference of performances among countries is decreasing over time, and there is also no delta convergence which means all counties are pursing the same ideal point. Regarding the development path, only a few counties converge on (abide by) the theoretical speculation. The findings of the second research question show that the competition pressure from the neighboring countries, the degree of globalization, human capital index, freedom index, the percentage of internet users, and GDP all have positive associations with e-government and e-participation performance. It is also interesting to note that there are some important differences noticed in the different stages of the conditional distribution of e-government and e-participation. While the effect of competition pressure is not significant for all countries, the results show that it is significant for countries classified as highly developed. The freedom degree has a positive significant effect on countries that have developed higher e-participation and shows no association with countries that are less developed in the area of e-participation. The competition pressure has a higher effect on a presidential system than a parliamentary system and the degree of globalization produce higher pressure on a parliamentary system than on a presidential system. A key factor for the early development of e-participation is citizen needs, but for the further maintenance of e-participation, this factor must be coupled with the degree of societal freedom. In conclusion, this research argues that both e-government and e-participation development do not have a generally agreed upon global framework. Taiwan should focus on local citizens needs; give up the pursuit of the title of world leader; and rebuild the e- policy vision.