The Innovative Service of Public Sector－A Case Study of The Local Tax Bureau, Hsinchu City

• Main Authors: Yi-Ming Peng, 彭裔茗
• Other Authors: Chia-Nan Yeh
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/03328247341006777024

碩士 === 中華大學 === 行政管理學系碩士班 === 101 === ABSTRACT Since the 1980s, the countries have been the impact of the "New Public Management, NPM", import the spirit of entrepreneurial government, comprehensive government reform movement. Build customer-oriented practice and encourage innovation, to enhance administrative efficiency, service quality and overall performance. Research, Development and Evaluation Commission, Executive Yuan, in order to promote and implement the services enhance the quality of first-line government services organs for the people. "Total Quality Management (Total Quality Management, TQM)" concept, innovation, integration, digital services target. Selection activities as government agencies at all levels of the evaluation of the service quality of the implementation of the Government Service Quality Award. In recognition of excellence in service authorities establish the model quality organs services, to encourage government agencies at all levels to provide innovative services. In The Local Tax Bureau, Hsinchu City in accordance with the National Service Quality Award winning record in 89 years, 95 years and 99 years, the total cumulative three winning records. Three times to obtain the highest honor of this symbol of " the first line of authority ", show The Local Tax Bureau, Hsinchu City, to obtain a high degree of recognition in promoting service quality, in fact, is a model example for the country's first line of authority dazzling. The motivation for this study is based on innovation and quality of service of the public sector as a case study to explore The Local Tax Bureau, Hsinchu City, the award three times, "Government Service Quality Award" winning critical success factors. By depth interviews explore the analysis of The Local Tax Bureau, Hsinchu City quality convenient service, the flow of information services and innovative value-added services, organization, service, process, leadership, and commitment (The five pillars of TQM) mode of operation, The research results of reference to other organs. The study found that, The Local Tax Bureau, Hsinchu City has been able to have such excellent performance, mainly due to good leader, give full play to human resources, led the authorities to carry out an internal reorganization, the establishment of the elastic tissue and flattening of the organization, by canceling the chief of the duties of the administrative level, the increase in contractor manpower audit to shorten the operating time to improve the performance of the public Service. Its operating processes and processors to develop standard operating procedures set perfect. Create organs of the core values of " To feel for others, Best service " concept to enhance the authority of administrative performance and service quality. The results of this study, the empirical Local Tax Bureau, Hsinchu City to implement the five engine column (organization, service, process, leadership, commitment) indicators. Services in order to achieve total quality management, and The Local Tax Bureau, Hsinchu City through all staff uphold the concept of sustainable management to serve the people, constantly brainstorming providing innovative quality service, combined with the advantages of information technology, allow people actively create more convenient, cordial service environment, enhance the quality of service is the key to the success of three award-winning The Local Tax Bureau, Hsinchu City. Key Words: The Local Tax Bureau, Hsinchu City, Reengineering Government, Total Quality Management