| Summary: | 2000年Denhardt氏二人提出新公共服務理論，主張「信任合作」、「公共利益」、「服務」、「共享」等理念，強調政府角色的轉變由領航轉變成為服務、重視公民社會與公共利益、注重政府與社區之間的溝通等，以提升公共服務的尊嚴與價值，並確保公共行政的民主、公民資格與公共利益等核心價值。因此，現今政府機關除了講求為民服務，也應該重視人性尊嚴，強調民主參與及公民精神，而公共行政人員也應當自我省思、重新體會服務的意義，以及現代公務人員應有的認知、態度和價值，同時建立民主參與或民主治理的機制，引導公民透過公共事務的參與和意見的表達，共同建立公民社會，以追求公平、正義、關懷等價值之實現。
區公所作為臺北市政府最基層的為民服務單位，其如何提供公共服務並引導民眾參與公共事務、協助公民社會之建立，實有研究之必要。本研究乃從新公共服務面向切入，藉由文獻的回顧與整理，建立新公共服務、公民社會與臺北市區公所三者的關係，並且運用參與觀察法及深度訪談法，蒐集分析區公所人員、里長、社會團體代表及區民對於公共服務及公民參與的認知與看法，以及區公所和與民眾、社區和團體的互動情形，期能對於政府機關、公務人員及民眾在為民服務、公民參與及公民社會的建立上提供相關建議。
本研究發現，臺北市區公所近年來致力於公共服務品質的提升，已獲民眾肯定，而在公私協力合作方面，亦獲得許多社會資源的協助；另一方面，雖然市政府及區公所提供了許多管道讓民眾得以參與公共事務，但民眾之公民參與仍有待加強，而其公民意識亦有待培養。因此，本研究建議，政府機關服務要更主動積極，對於各項活動及政策要加強宣導，並應負起公民教育的責任，與民間團體建立長期的夥伴關係，同時應落實輪調制度、建立內部參與管道並適時激勵員工；公務人員應體認新公共服務精神，把公務生涯當作修行、公共服務當作志業，同時對自己的工作進行反思，透過自我充實，增加智慧解決問題與壓力，以建立服務的心態與熱忱，勇於面對未來的挑戰；而民眾亦應瞭解新公共服務的意涵，提昇自己的公民性格及民主素養，學習尊重別人並為他人服務，積極參與公共事務並承擔社會責任，為公民社會的建立共同努力。 === In 2000, Denhardt and Denhardt unveiled their theory of the new public service to give out such concepts as trust and cooperation, public interest, serving and sharing. They stress the government should change its role from steering to serving, pay attention to civil society and public interest, and lay emphasis upon its communication with communities, so as to boost the importance and value of public service and assert the democracy of public administration and the core value of citizenship and public interest. For the sake, in addition to serve people, the government nowadays should also pay attention to human dignity and encourage democratic participation and civil spirit, while public administrators should reconsider the meaning of service and what knowledge, attitude and values they should learn as a public administrator. Meanwhile, they should establish institutions for democratic participations and democratic rule and find ways for people to establish a civil society through participation in public affairs and expression of personal opinions to pursue the cause of fairness, justice and humanistic concerns.
Since district offices are grass-root service unit for Taipei Municipal Government, finding how they offer public service, steer people to participate in public affairs and help establish a civil society is essential. So, focusing on the new public service, the Study managed to establish the links between the new public service, civil society and district offices of Taipei Government by reviewing and taking up the literature available. Furthermore, by means of participant observation and in-depth interview, the Study has succeeded in collecting data about district office staff, li heads, representatives of social group and district residents’ knowledge and views of public service and citizen participation, and interactions between district offices, the general public, communities and social groups. The purpose is to offer ideas to government institutions, government employees, and citizens in general with respect to public service, citizen participation and the establishment of a civil society.
As a result, the Study found that the district offices’ efforts at boosting the quality of public service has been approved by the people while obtaining lots of help from many sources in the society for their cooperation program between public and private units. But, on the other hand, though lots of opportunities were offered by Taipei Government and its district offices for people to participate in public affairs, their participation willingness is still be desired and their civil identity is still to be cultivated.
So, the Study suggested the government institutions to render their service more positively, boost their policy and activities introduction, bear their responsibilities for civil education, establish long-term partnership with civil groups, enforce rotation system, and establish channels for inside participation so as to encourage the employees at due course. It is expected that government employees will heed the spirit of the new public service and make their career a life-time devotion and public service their cause. They should also examine their jobs critically and try to better themselves so as to solve their problems and pressure with more wisdom while facing future challenge with their readiness to service and enthusiasm. On the part of the citizens, they should learn to understand the meaning of the new public service, uplift their citizen character and breeding, respect others and render service to others, take part in public affairs positively and shoulder their own social responsibility so as to establish a civil society through mutual efforts.
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