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.

觀察目前服務貿易總協定(General Agreement on Trade in Services, GATS)案件，涉及GATS第2條最惠國待遇與第17條國民待遇之數量佔有極高比例。適用第2條與第17條規定時，須先認定案件之服務或服務供給者符合「同類服務與服務供給者」，唯有確定會員系爭措施規範對象與其他會員之服務或服務供給者，抑或是國內服務或服務供給者為同類服務或同類服務供給者，方能檢驗會員系爭措施有無對同類服務與服務供給者為差別待遇，因此，「同類服務與服務供給者」乃第2條與第17條之先決要件，具有極關鍵性地位。 由於服務具有不可識別性與不可儲存性，欲判斷服務或服務供給者間是否為同類服務或服務供給者有相當困難度，加上GATS原文對「同類服務與服務供給者」之服務與服務供給者係以「和」為連接詞，引發學者與會員就如何解釋「同類服務」與「同類服務供給者」適用關係之爭議；甚而，GATS第1條第1項將規範之服務貿易區分為四種不同供給模式，以不同供給模式提供之服務或服務供給者是否會因供給模式而被認定為不同類服務或不同類服務供給者，亦是「同類服務與服務供給者」與GATS規範架構之適用爭議；此外，GATS第2條與第17條「同類服務與服務供給者」之適用範圍，應如何與其規範目的為相呼應之解釋，亦是極具挑戰性之課題。由此可見，「同類服務與服務供給者」存在諸多適用上爭議，尤其在爭端解決小組與上訴機構尚未就「同類服務與服務供給者」適用爭議提出說明之情形，研究「同類服務與服務供給者」乃刻不容緩之事。 鑑於世界貿易組織(World Trade Organization, WTO)之爭端解決小組與上訴機構對關稅與貨品貿易總協定(The General Agreement on Tariff and Trade, GATT)與WTO「同類產品」已大致建立認定方法，並對「同類產品」之適用爭議提出見解，GATS於談判過程中曾有會員建議以「同類情形」作為適用最惠國待遇與國民待遇之規範要件，本文除論述GATS涉及「同類服務與服務供給者」案件之爭端解決小組與上訴機構見解，亦分析GATT/WTO「同類產品」案件與北美區域自由貿易協定(North American Free Trade Agreement, NAFTA)牽涉「同類情形」案件之判決經驗，為認定GATS「同類服務與服務供給者」與相關適用爭議找尋可能之解決方案。 / Observing recent GATS(The General Agreement on Trade in Services)cases, there are almost quart cases relevant to non-discrimination regulations of GATS, Article 2 and 17.As applying to non-discrimination regulations of GATS, before examining whether Members’domestic measures have discriminated effects to block the international services market, applicants, the Panel or Appellate Body need to determine whether the services and services suppliers concerned are ‘like services’or ‘like service supplier’. For‘like services and service suppliers’being a crucial requirement of non-discrimination regulations in GATS, researching how this requirement is applied to dispute settlement cases is an important mission to GATS. Actually, the vital issues of ‘like services and service suppliers’include: how to determine the ‘like services’and ‘like service suppliers’, how to decide whether the services and service suppliers through different supply modes are like services and like service suppliers, and how to interpret the application between ‘like services’ and ‘like service suppliers’. Moreover, interpreting the coverage of ‘like services and service suppliers’ under GATS is also a tough issue. Notwithstanding the requirement of non-discrimination principles -‘like services and service suppliers’rises many applied issues, there are no regulations of GATS to define the meaning of ‘like services’ and ‘like service suppliers', and no regulations or explanatory footnotes to clarify the applied problems of ‘like services and service suppliers’. The only way for Members or scholars to realize how to apply to this requirement or to determine ‘like services and like service suppliers’ is to analyze relevant judgments of dispute settlement cases relevant. However, WTO dispute settlement panel or appellate body did not analyze the relevant applied issues of‘like services and services suppliers’, and not resolve those applied issues completely. For resolving those issues of ‘like services and service suppliers’, this article make relevant material divided into four parts. First of all is to discuss what issues‘like services and service suppliers’arises, and what the factors cause ‘like services and services suppliers’ is hard to be practiced. The second part is referring to the judgments of dispute settlement panel and appellate body in GATT(The General Agreement on Tariff and Trade)/WTO cases regarding the applications of ‘like products’. Then, referring to the judgments of NAFTA(The North American Free Trade Agreement) dispute settlement organization in NAFTA cases considering ‘like circumstances’. Finally, this article not only advances the resolutions to resolve those issues of ‘like services and service suppliers’, in order to improve the practice of this requirement, but also recommends several suggestions about modifying the content of this requirement.

隨著網際網路的發展，使得現實生活中隨處可見全球資訊網的應用，也因此改革了原有商業經營的面貌，尤其在電信產業中，許多企業開始將實體的商店模式，帶到虛擬的網際網路中，使得網際網路上的電子商務發展隨之增高，並帶給企業史無前例的經濟發展機會。起初電子商務的發展焦點在於客戶與企業的互動關係，漸漸的延伸到企業對企業的相互支援，而商業流程管理與服務導向架構的崛起，也使得電子商務的發展焦點轉移至發展整合商業流程的電子化服務議題上，更希望藉此提供給客戶更多元化、有用的功能服務。 電子商務與其資訊發展技術一直以來被電信業者所重視（例如中華電信、新加坡電信及美國電信技術等公司），並且開始在網際網路上建置專屬的電子商務環境。雖然在這些世界級電信公司的資訊環境中，都有其專屬的營運支援系統，但都缺乏共同標準的架構與流程設計方法，因此電信管理論壇組織開始進行下一代的營運支援系統規劃，稱之為「下一代營運系統軟體」。有很多的研究中心及廠商也提供以下一代營運系統軟體為主的相關服務，並以服務導向架構為基礎來協助整合商業流程。 在過去企業都利用人工的方式來整合內部相關的服務功能，並透過各種資訊整合技術將相關的工作連接起來，但是此種整合曠日廢時，僅侷限在某些專屬服務範圍，倘若要增加其他加值性服務，將會耗費更多的成本與時間。企業應用系統整合的出現就是要解決此類的整合性問題，透過點對點的介面方式，將各應用系統或程式連接起來。隨著多樣性服務需求與多種異質性系統的增加，讓企業應用系統整合服務已不能符合企業所需，因此開始將商業流程與服務導向架構觀念引入企業應用系統整合服務之中，希望能建置一個以流程為主的服務。商業流程與服務導向架構都具備有系統間的彈性連接與雙向溝通能力，藉由其所提供的電子服務，使得應用程式間可以相互溝通。 為了要有效地強化商業流程管理與服務導向架構的優點，本研究將使用企業服務匯流排來與中間軟體作一有效的結合，並維持以流程為中心的服務，提供給企業應用整合系統，所有的電子化服務皆能透過此管道來相互溝通。 在本論文中，我們將展示一個新的研究架構、共同合作模式及共同合作層級來闡述此研究，並利用三個實例來說明與驗證此架構之可行性，且把焦點放在如何以新一代營運系統軟體標準為基礎來發展國際性電信公司所關心的敏捷性電子化服務之研究。 / The Internet’s widespread popularity and the ubiquity of the World Wide Web have revolutionized the face of business, especially in the telecommunication industry. Many enterprises have moved their place of business from the physical store to the virtual store on the Internet. Therefore, electronic commerce (e-commerce) has sprung up in this era and has provided enterprises of all sizes with unprecedented opportunities for economic growth. Initially, electronic commerce focused only on business-to-customer web interaction and on business-to-business web interaction. With the emergence of business process management and of service-oriented architecture, the focus has shifted to the development of electronic services (e-services) that integrate business processes and that diversify functionalities available to customers. The potential of electronic commerce and its information technology also has attracted some telecommunication corporations—for example, Chunghwa Telecom, Singtel Telecom, and AT&T. They have built their electronic commerce environment on the Internet, too. Most of these worldwide telecom corporations have many kinds of operations support systems (OSSs) in the backend environment. Hence, TeleManagement Forum (TMF) has started to consider the next generation of OSS which is called the New Generation Operations Systems and Software (NGOSS). There are also many vendors or research centers that consider how to provide the NGOSS-centric service to the users and to integrate the business process based on service-oriented architecture. Initially, enterprises had to manually integrate services so that they could work together. However, this integration required considerable time and cost, and it worked only for the specific services that were manually linked. Adding additional services required even more effort. And then, enterprise application integration (EAI) solved these kinds of problems by working via point-to-point interfaces. As enterprises use more applications to provide additional services, the amount of integration that various tasks require to have mushroomed and the system has become hard to maintain. In order to increase the performance of EAI, some enterprises have developed the concept of business process management and service-oriented architecture. The chief objective is to implement relevant process-centric services. Business process management and service-oriented architecture enable flexible connectivity and communication among applications by representing each as e-services that let applications communicate readily with one another. In order to effectively strengthen business process management’s and service-oriented architecture’s benefits, we use an enterprise service bus (ESB) that, by functioning as middleware glue, holds process-centric services together and allows for communication between enterprise applications. In this thesis, we present a research framework, a collaboration model, and a collaboration layers to describe the method. Then, we use several illustrations to explain the generality of our method, and we focus on how international telecom corporations have become to concern with the agility, the leanness, and the integration underlying e-services integration based on NGOSS.