Yes / Purpose: Digital Financial Services (DFS) have substantial prospect to offer a number of reasonable, appropriate and secure banking services to the underprivileged in developing countries through pioneering technologies such as mobile phone based solutions, digital platforms and electronic money models. DFS allow unbanked people to obtain access to financial services through digital technologies. However, DFS face tough challenges of adoption. Realising this, the aim of this paper is to identify such challenges and develop a framework. Design/Methodology/Approach: We develop a framework of challenges by utilising Interpretive Structural Modelling (ISM) and Fuzzy MICMAC approach. We explored eighteen such unique set of challenges culled from the literature and further gathered data from two sets of expert professionals. In the first phase, we gathered data from twenty-nine professionals followed by eighteen professionals in the second phase. All were pursuing Executive MBA programme from a metropolitan city in South India. The implementation of ISM and fuzzy MICMAC provided a precise set of driving, linkage and dependent variables that were used to derive a framework. Findings: ISM model is split in eight different levels. The bottom level consists of a key driving challenge V11 (i.e. high cost and low return related problem) whereas the topmost level consists of two highly dependent challenges namely V1 (i.e. risk of using digital services) and V14 (i.e. lack of trust). The prescribed ISM model shows the involvement of ‘high cost and low return related problem (V11)’, which triggers further challenges of DFS. Originality/value: None of the existing research has explored key challenges to DFS in detail nor formulated a framework for such challenges. To the best of our knowledge, this is the first paper on DFS that attempts to collate its challenges and incorporate them in a hierarchical model using ISM and further divide them into four categories of factors using fuzzy MICMAC analysis.

資訊通訊科技的進步為政府帶來變革性的影響，資訊人員照理應扮演重要角色，但卻同時因資源與技術的不足，而有資訊業務委外的需要，使得政府資訊人員必須面臨能力轉換的挑戰。據此，本研究認為應找出資訊人員的核心能力，以發展其競爭優勢並增進組織的績效。本研究是以政府的資訊人員為研究對象，主要目的在於了解目前政府正式編制與約聘僱的資訊人員目前所具備與未來應該具備的核心能力項目；其次是針對目前具備與未來應具備的能力作落差分析與訓練需求評估；最後則是對研究結果提出政策建議。 / 本論文首先透過文獻闡述核心能力的定義，其次檢閱目前與核心能力相關的文獻，藉以找出本研究的定位，並整理各類文獻，建構出政府資訊人員初步的核心能力模式，共五大構面三十七個項目，並以之為調查問卷的基礎；實證資料蒐集時先進行第一波訪談，後續為問卷調查與分析，接著進行第二波訪談，最後統整分析出研究結果。第一波訪談的受訪者有三類共有五人；問卷調查則分別選取中央及地方政府中不同性質單位的資訊人員為問卷發放229份問卷，回收有效問卷158份；第二波訪談的受訪者有三類共兩人。本研究彙整了以上的質化與量化資料，並據以提出相關的政策建議。 / 本研究發現，政府資訊人員在五大構面的能力上，共有十項能力特別重要：積極主動與自信心、人際溝通與表達能力、認知學習、資訊業務委外能力、資訊安全與稽核、業務知能、創新與創意思考、跨域協調與夥伴建立、倫理價值、責任與公共利益。此外，簡任、薦任與委任不同官等、是否為主管職、以及約聘僱人員不同年資等因素，皆會使得資訊人員未來應具備的核心能力有所不同。其他會影響政府資訊人員核心能力不同的因素尚包括：年齡、學歷、目前擔任的職務、過去擔任的職務、職等、績效表現等。 / 根據研究結果，本研究除了由訪談內容整理出政策建議之外，也針對政府資訊人員的核心能力，以及政府資訊人力運用上提出政策建議，以期未來政府資訊人員在遴選與升遷，或是績效考評等核心能力的運用上有所依據，並且提供政府資訊人員在訓練需求評估分析上，所需加強能力項目的參考。 / Information and communication technology advance with each passing day, bringing revolutionary influence for government functions. Government information technology/information system（IT/IS） professionals should have played the important role provided that the resources and techniques were not scarce. The current challenge of IT/IS outsourcing pushes government IT/IS professionals to transform their competencies. Accordingly, this study attempts to find out the core competencies of government IT/IS professionals to make them develop the competitive advantage and improve the organization performance. / The target group included government IT/IS professionals including formal officials and informal employees in the central and local governments in Taiwan. To build core competencies for the government IT/IS professionals, the study proposed 5 clusters including 37 competency items based on the literature, followed by data collection with two rounds of interviews and a questionnaire survey. Five people were selected in the first interview, providing experience about the core competencies of the government IT/IS professionals and opinions for revising the questionnaire. Analyzing the survey data of 158 valid questionnaires, the study dug out the competencies of the government T/IS professionals’ qualified and important degrees to build their core competencies and then undertook gap analysis to assess training needs. At last, two people were selected in the second interview, verifying the previous results and providing policy suggestions. / Aggregating the qualitative and quantitative results, the study concludes with ten core competencies for the government IT/IS professionals, including active and self-confident attitudes, interpersonal communication and articulate skill, perception for continuous learning, IT/IS outsourcing, information security, business function, innovation, inter-organizational coordination and partnership, ethic value, as well as accountability and public interest. Besides, the elements effecting the government IT/IS professionals’ core competencies include their current official rank, position, seniority, age, educational background, performance and so on. / According to the findings above, finally, this study offered suggestions about the information human resources application, the recruitment and promotion of IT/IS professionals, training needs, and performance evaluation.