電子化政府的影響評估： 內部顧客的觀點
黃東益
《摘要》
本文嘗試透過文獻檢閱及理論的耙梳，找出解釋電子化政府對 內部顧客影響的諸種因素，建立初步的分析架構。進一步以我國中 央及地方政府公務人員的網路問卷資料，以因素分析的方法探索電 子化政府對公務人員的影響構面。最後則以統計迴歸分析使用者特性、電子化政府的有用認知、電子化政府與工作的相容程度、IT能力及IT在工作的需求度等自變項，找出其對電子化政府影響面向的 可能解釋力。本研究所取得變項資料的分析顯示，電子化政府對於 公務人員的影響分成「工作幫助度」、「對民眾服務回應力」以及 「工作受監督壓力」等面向。受訪者對電子化政府工作幫助度以及電子化政府對民眾服務回應力，普遍有正面的評價，同時也認為電 子化政府造成工作上受監督的壓力。迴歸結果顯示年齡、委任相對 於薦任人員、工作外的使用電腦時數及電腦能力、電子化政府與工 作相容程度、對電子化政府的有用認知等變項，是解釋電子化政府 對公務人員影響構面的各個顯著因素。此結果顯示科技接受模型及 計畫行為理論的重要變項，是解釋電子化政府對內部顧客的影響的 顯著因素。研究也顯示電子化政府造成年齡較小者以及工作 IT 需求 高的公務人員工作受監督壓力。根據以上發現，本研究提出實務建 議以及未來研究方向。
[關鍵詞]：公務員、電子化政府、影響評估、內部顧客
Exploring the Impact of E-Government: Perspective from Internal Customers
Tong-Yi Huang
Abstract
Through literature review, this article first constructs an analytical framework by identifying and incorporating the factors explaining e-government’s impact on civil servants. Based on the Internet survey data collected from public officials in Taiwan’s central and local governments, this study uses factor analysis to explore the dimensions of e-government’s impact on public officials. Regression analysis is further conducted to detect the explanatory power of demographic variables, perceived usefulness of e-government, work compatibility, IT capability, and need for IT on work. The findings suggest that e-government impact on civil servants based on the items we use in this study could be divided into three categories: helpfulness in work, usefulness in responding to citizens and pressure of being supervised. Our respondents are in general positive toward e-government in terms of its helpfulness in work and its usefulness in responding to citizens. The results of regression analysis indicate that age, lower rank vs. middle rank, computer usage outside work, IT capability, work compatibility, perceived usefulness are explanatory variables of e-government impact on civil servants. These findings suggest that variables in technology usage theory and planned behavior model could be extended to explaining e-government impact. Despite positive impact of e-government on civil servants, this study also finds that e-government increases our respondents’ pressure of being supervised. Based on the above findings and the methodological constraint of this study, this article proposes suggestions for practitioners and further research agenda.
Keywords: civil servant, e-government, impact evaluation, internal customer