| 摘要: | 公家機關由於組織規模龐大、層級多及組織命令鏈長等特性，以至於在消費者意識抬頭的現代，無法滿足民眾期待快速回應之需求。本研究個案導入客服系統，是為借助資訊科技的輔助，減少因時空的限制而阻斷對民眾的服務，達到我國推動「電子化政府」計畫，提升公部門行政效率及加強與民眾之間溝通的目標。
本研究個案蒐集與整理相關文獻，經由個案組織導入客服系統的個案研究方法，深入探討個案組織導入客服系統前遭遇的困境與問題、導入時專案執行的過程，並透過Leavitt（1965）鑽石模式（Diamond Model）作為分析基礎，從技術、任務、人員與組織四項構面的互動，研究分析系統上線後造成人員抗拒的因素。藉著瞭解導入新資訊科技所遇到的問題，進而釐清問題的意涵，學習如何降低發生類似問題的風險，並做為日後引進新資訊科技時，增進因應能力的範本。
本個案研究結果發現，個案組織引進新資訊科技時，確實會對人員、任務及組織結構造成改變，驗證鑽石模式的四個構面會彼此連帶相互影響。因此，當公家機關規劃與執行導入新資訊科技時，除系統功能面，也需要衡量組織特性，將技術、任務、人員及組織結構列為觀測的重要構面，以期在問題剛萌芽時，能及時的做出必要的調整。
;In this consumer-oriented-modern day, it is unable to meet people’s requires in terms of expecting a quick response from public authorizes due to the large size of government organization, the complication of multi-level chains and the extensive length of organizational commands.
This case study is to promote “e-government” project by applying Information Technology into the system of customer service in our country. In order to accomplish the goal of improve administrative efficiency, moreover, to strengthen communications between people and government, this “e-government” project is designed to reduce time and space constraints that block services to publics.
This study contains collection and compilation for relevant documents. By importing individual Customer Service System study method into an individual case institute, this case study investigates the difficulties and problems that were encountered before importing Customer Service System and the execution process while importing. On the other hand, this study is based on the analytical basis through Diamond Model by Leavitt(1965). Accordingly, it gathers the factors that result in personnel resistance when the system was actually running by four dimensions: technology, interactive tasks, personnel and organization. Additionally, by understanding how problems occur when importing new Information Technology and clarifying what the real problems are, this study is to reduce the risk of similar problems. Furthermore, it is to enhance capabilities of responding for importing any new Information Technology in the future.
It is discovered in this case study that personnel, interactive tasks and organization structures are changed when the individual institute imports new Information Technology. It is verified that the four dimensions of Diamond Model would influence one another. In short, when importing and executing new Information Technology, public authorities must consider not only the technological functions but also the features of organization. In other words, technology, interactive tasks, personnel, and organization structure shall be classified as the components in order to response rapidly once the problem has occurred. |
