戶政為庶政之母，目前各戶政事務所均實施顧客導向式的為民服務，雖然改變了早期戶政事務所「官僚」及「冷衙門」的負面形象，但是在實務上仍會產生戶政人員與民眾產生言語或肢體上衝突情形，為使民眾成為政府推動顧客導向的實質受惠者，在落實為民服務的實際作法上，應先膫解究竟有那些因素會造成戶政人員與民眾間的衝突。
本研究以臺北縣汐止區中心所屬戶政事務所為個案，採質性研究，以文獻分析及深度訪談等方式進行資料蒐集，選定實務上對戶政工作的具有相當經歷的各階層人員為訪談對象，將其在職場工作的經驗予以系統化的整理，經研究發現，導致戶政人員與民眾產生衝突的主要因素有：「硬體設備」、「戶政人員」、「便民措施」及「法令政策」等四大因素，並定針對其各項因素提出衝突原因及其對策，俾利實務界能事先預測可能發生的衝突，消彌衝突於無形，或在衝突發生時，可據以為處理衝突之參考。
最後，本研究依據訪談結果與研究發現，提出下列建議，供相關主管機關及戶政事務所參考：
一、對主管機關的建議：
(一) 各行政區域建構行政中心。
(二) 戶政組織整併及提高職務列等。
(三) 研發第三代戶役政資訊系統。
(四) 各項便民措施應由主管機關統一宣導；戶政事務所以類似服務業的
「排班制」模式受理所有的戶籍登記案件。
(五) 印鑑證明、戶口名簿及自然人憑證等相關法令政策應予以修正及檢
討。
二、對戶政事務所的建議：
(一) 建立公正、公平、公開的考核制度。
(二) 多元化的在職訓練與新進人員座談會。
(三) 重視內部溝通與實施工作輪調。
(四) 善用志工人力。
(五) 建構處理民眾衝突事件標準作業程序。 / Household registration is the mother of numerous affairs of the government. At present various household registration offices implement services for the people in the form of customer orientation. Although this has changed the negative image of 「bureaucracy」 and 「cold government office」 of the early stage, yet in practice there is still verbal or body conflict between household registration personnel and the general public. In order to allow the general public to become substantial beneficiaries due to popularization of customer orientation by the government and in respect of the actual way of practicing services for the people, one should first understand after all what factors would result in conflict between household registration personnel and the general public.
This research is based on household registration office of Sijhih District Center of Taipei County as the individual case. Qualitative research is adopted and literature analysis and in-depth interview are utilized to conduct information collection. Personnel of various levels who have considerable experience in household registration work in practice are selected. Their work experiences in their job areas are arranged systematically. This research discovers there are four main factors of generating conflict between the household registration personnel and the general public including:「hardware equipment」, 「household registration personnel」, 「convenient facilities to the people」 and「regulation and policy」. In addition, aiming at its various factors the reason of conflict and its countermeasures are presented in order to facilitate the practical sector to predict possible conflict that may occur in advance and to eliminate the conflict to nothing or during occurrence of conflict, these can serve as reference to base on to handle conflicts.
Finally, this research presents the following suggestions based on the interview results and research findings that can be provided to relevant competent authority and household registration office as reference:
1. Suggestions to competent authority:
(1) Various administration districts shall establish
their administration centers.
(2) Merging of household registration organization and
upgrade of the rank of the post.
(3) Conduct research and development on the third
generation household and military service
administration information system.
(4) Various convenience measures for the people should
be uniformly publicized and guided by the competent
authority. The household registration office shall
adopt the 「shift arrangement system」 like the
service industry to receive and process all
household registration cases.
(5) Relevant regulation and policy on seal imprint
proof, household register and natural person proof
shall be amended and reviewed.
2. Suggestions to household registration office:
(1) Establish impartial, fair and open appraisal system.
(2) Diversified on-the-job training and new employee
symposium.
(3) Pay importance on internal communication and
implement work rotational transfer.
(4) Make use of volunteer manpower properly.
(5) Establish the standard operation procedure to deal
with the general public conflict event.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0096921057 |
| Creators | 樂文安 |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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