Household administration is the basis of numerous administrative affairs. Generally speaking, the exercise of household data¡Ðbirth, death, marriage, divorce, adoption, guardianship, parental identification and residence changes¡Ðare basically reference to the government organizations and public and private groups. In October 1997, household administration fully implemented computerization throughout the island, and in June 1998, it passed through the government re-engineering program, with the ideas of enterprising spirit, customer-orientation, service-orientation and respect for citizens, to introduce government re-engineering to achieve the aim of new government movement. Therefore, it is more important to upgrade service quality in government agencies and to sastisfy customers¡¦ demands. However, household administration has implemented computerization for over 5 years, and the effectiveness of service quality is to be evaluated. This study was to evaluate the effectiveness and quality of public service rendered by Household Affairs Administration of Tainan City after it implemented computerization. This study adopted the PZB model, proposed by Parsuraman, Zeithamland and Berry¡]1985¡^to analyze the differences in the Cognition of service quality among the public, household administration supervisors and employees. The model developed ¡§SERVQUAL¡¨ measurement chart of service quality, serving as scientific foundation for household affairs administration to improve its service quality and draw up managerial strategy. The major findings are demonstrated as follows: 1. Gap examination: The 25 items of the survey in Gap1 and Gap2 related to service quality were rejected¡Fall the 25 items in Gap3 and Gap5 of service quality were rejected; in Gap3, employees did not feel satisfied with their service quality; in Gap5, service quality of household administration was to be improved. 2. Managerial strategy¡G Gap1, household administratiors should strengthen training in knowledge of speciality, ask colleagues to strive to be impartial in taking care of citizens applications, try to solve citizens¡¦ problems when they are in trouble, and come up with reward mechanisms to encourage morale to those whose telephone manners and service attitudes are good and kind. Gap2 builds up Organizational Learning, reinforces systematic thinking conception, and sets up the core value of upgrading service quality. Gap3 reinforces employees¡¦ character-building, emotional management, pressure management, communication and negotiation, and in-service training, and suggests to the superiors¡¦ time that untimely laws and regulations would be released in time. GAP5 improves in the perspectives of working environment and service facilities, positively collecting and accepting the public opinions, performing operational standardization, reinforceing control system and stressing the importance of teamwork. 2¡BAnalysis of differences¡G supervisors, employees, the public, paralegal and Li chiefs in Household administration would be influenced by sex¡Bage¡Boccupation and education of the public, it was found that occupation was the most powerful variable. 3¡BAnalysis of managerial matrix¡G B area showed an urgent need for improvement. There were 11 items, and it was the most important that household administration should offer one-stop services for the public. In managerial strategy, employees should strengthen in-service training, and combine ISO 2000 measured with six standard deviations in statistics to conduct management. Through the internet¡Bmedia and news propaganda, they should reinforce the guidance for the public on household administration laws and regulations to terminate the gaps. In showing concern, employees in household administration offices should pay much attention to the management of service quality, serve the public in the same mood and coordinate with the public¡¦s needs. In managerial strategy, they should carry out household registration and public affairs according to laws, especially seal imprint registration and reassurance¡Bissuance of ID cards, and do a good duty of a good keeper, and to take precaution to be forged, transformed and counterfeited to get rid of gaps. 4¡BThis study found that supervisors in household administration obtained higher average scores on emphasizing service quality than those obtained by their public, employees, and counter parts. The results indicated that the supervisors attached more important service quality than the other groups. The performance of household affairs administration offices should be evaluated based on the viewpoint of the public in order to provide service that meets the public¡¦s expectations. To remove all the gaps is what household affairs administration offices should do first in order to improve their service quality. In the theoretical perspective, Gap5 was the functions of Gap1, Gap2, Gap3 and Gap4 that each one of the gap was closely correlation. However, the finding was that Gap1 and Gap2 were highly negative correlation. So, the cognition between the supervisors and employees was greatly difference. To make thorough improvements was to launch the learning organization, reinforce Peter Mr. Senge¡¦s five disciplines¡Gchange mental mode, strengthen dynamic system thinking, beyond oneself, challenge oneself constantly, in-depth conversation to conduct group learning, change personal vision into the goal of organizational development and create shared vision. It finds out that the balance point of the problem upgrades the service quality and citizens¡¦ satisfaction, and creates the service-type government.

公共服務的來臨，政府單位不斷用心發展更積極創新的作為以提升各項業務服務品質，創新的政策對於政府效能與國民福祉的提升有非常重要的地位，然而優質的政策並不容易提出，在創意開發的運用實例上，不乏國際大企業利用預測市場的網路平台開發公司員工的集體智慧或匯聚眾人資訊協助企業進行決策，因此本文欲以創意市場運用在高雄市政府開發創新政策，探究此機制是否有助於提升市府的施政品質。 本研究內容主要根據政治大學童振源教授與高雄市政府合作之「高雄市發展政策創新與評鑑計畫」，從旁觀察紀錄，事後以質性研究法與量化研究法，檢證創意市場在政府部門的可行性，期能將創意市場機制應用在公部門體系，成為促進政府創新改革重要方法之一。計畫透過提案階段、書審階段、初選階段、決選階段，以虛擬貨幣的方式交易評鑑，判斷提案之優劣，選出最佳創新政策。 研究結果發現獲選之最佳創新政策提案在可行性、創新程度、預期效益、符合市民需求、對高雄發展有利、建議市府採用等指標均獲得相當程度認同，值得高雄市政府深入檢視與評估，進一步規劃相關的政策配套與執行方案。政策創新市場提供基層同仁參與政策產生與決策的機會，營造一個可溝通、討論的平台，使政策在眾人的互相激盪與琢磨之下，能夠更多元、更豐富。而未來有更健全的配套措施與實施辦法後，期望能開放一般民眾加入政策的開發與評鑑，以增加市民對市政議題的關注、參與及認同，提升高雄市政府在市民心中的認同感。 / The coming of public service causes that the government agencies continuously develop more positive and innovative conducts by heart to improve service quality for various businesses. Innovative policy occupies an important place in the promotion of government effectiveness and national welfare. However, it’s not so easy to put forward a good quality policy. For living examples applied in creative development, there is no lack of large-sized international companies using collective intelligence of employees in network platform development companies engaged in market predicting, or collecting people’s information to assist company’s decision-making. Therefore, this article intends to use idea marketplace in Kaohsiung City Government to develop innovative policy and explore if this mechanism contributes to the improvement of city government’s administrative quality. The contents of this study mainly based on “Innovation and Assessment Program for Kaohsiung City’s Development Policies” under the cooperation between Professor Tung, Chen-Yuan of Chengchi University and Kaohsiung City Government, recording and watching from the sideline, using qualitative and quantitative research methods afterwards to verify the feasibility of idea marketplace in government sectors, which is expecting to apply the mechanism of idea marketplace in public sector system and become one of important ways to improve the government’s innovation and reform. The best innovative policy will be selected from this program through the stage of proposal, written review, primary selection and final selection to judge the strength and weakness of the proposal with the assessment of virtual currency trading. Research results found that the selected proposal for the best innovative policy in the feasibility, degree of innovation and predicted effectiveness complies with the demand of the citizens and benefits to the development of Kaohsiung City. This study proposed the city government to adopt such indicators to obtain a considerable degree of identification, which is worth of Kaohsiung City Government’s deep review and evaluation for further planning of the relevant policy set and implementation scheme. Policy idea marketplace provides colleagues at the basic level with the opportunities to participate in policy generating and decision-making, building a platform for communication and discussion, and enabling the policy to be more multiple and plentiful under people’s mutual brainstorming and study. After more healthy supporting measures and implementation methods in the future, this study hopes to open the development and assessment of policy for general public so as to increase citizen’s concern about, participation in and identification of municipal issues and improve the acceptance of Kaohsiung City Government in citizen’s heart.