公文資訊管理系統發展與評估之探索性研究—以行政院所屬二級機關為例

Abstract

隨著資通訊科技的普及，我國政府機關已廣泛採用自動化系統作為業務管理工具，其中公文資訊管理系統即是運用系統操作模式管理文書及檔案作業最具代表性範例，是機關推動公文電子化的輔助工具，也是公務同仁日常使用最為頻繁的行政管理系統，因此公文資訊管理系統之重要性自不容等閒視之，甚至可稱之為政府機關的神經中樞系統之一。公文資訊管理系統的規劃及建置工作除了涉及機關投入的人力、經費及設備等軟硬體資源，應配合整備之相關事項甚為繁瑣，更需要機關內資訊、文書處理、檔案管理及業務承辦人員等各種職務角色人員，與系統廠商相關人員的參與及合作，始能完成符合機關需求且品質良善之公文資訊管理系統建置工作。本研究計有二項研究問題，分別為使用者從哪些構面評估公文資訊管理系統之成功？以及影響政府機關公文資訊管理系統成功之因素為何？首先，本研究聚焦於DeLone & McLean（2003）更新版資訊系統成功模式（Updated Information System Success Model）六大構面中，與系統運作較具直接關係之系統品質、資訊品質及服務品質三大構面，研析行政院所屬二級機關公務人員用以評估公文資訊管理系統成功之構面及次構面。再者，依據Petter等人（2013）之文獻有關業務、使用者（人員）、計畫及組織四大類別，就影響公文資訊管理系統成功之決定因素進行探索。本研究透過質性研究之半結構式訪談，取得十六名具資訊、文書處理、檔案管理及業務承辦人員角色之受訪者對於公文資訊管理系統參與建置或使用上之經驗及看法。本研究之研究結果歸納如下。 本研究之受訪者針對公文資訊管理系統之系統品質、資訊品質及服務品質三大構面，就可用以評估公文資訊管理系統成功之相關事項提出看法，後經本研究就訪談資料進行分析結果顯示，在系統品質此一構面下，本研究之受訪者認為系統之穩定性、擴充性、功能性、回應性、安全性及好用性，是評估系統品質之次構面。再者，有關資訊品質構面則分析出正確性、完整性及一致性三項，是評估資訊品質之次構面。最後有關服務品質構面的部分，則發現可靠性、回應性、專業性及同理心是用以評估服務品質之次構面。 為探究影響公文資訊管理系統成功之決定因素為何，本研究經分析受訪者訪談資料顯示，業務類別之下，業務相容性及業務困難度二項決定因素會影響公文資訊管理系統成功。而在使用者（人員）類別之下，對科技之態度、對變革之態度、自我效能、使用科技經驗及組織角色五項決定因素，足以影響公文資訊管理系統成功。另外在計畫類別之下，使用者涉入、與開發者間之關係、領域之專業知識以及計畫管理四個項目，是影響公文資訊管理系統成功之決定因素。最後在組織類別下，則分析出管理上的支持、管理流程以及資訊科技基礎建設三項決定因素，足以影響公文資訊管理系統成功。 另外，本研究依據受訪者訪談資料，除分析不同職務角色對於公文資訊管理系統成功評估構面及類別決定因素看法上之異同，亦特別就行政院組織改造期間，行政院所屬二級機關為規劃及建置成功之公文資訊管理系統，應掌握之影響類別決定因素進行分析，研究結果發現計畫類別下之計畫管理決定因素，以及組織類別下之管理流程決定因素，在行政院所屬二級機關組織改造的過程中，是影響公文資訊管理系統成功之重要決定因素。

The automatic system has been widely used as an operational management tool in public agencies, particularly with the modern ICT technology. The Electronic Document Management System (EDMS) is the most noticeable example of the electronic systems to manage official documents and archives. The EDMS is also considered a core system in the government to manage e-official documents and is frequently used for the administrative management purposes on the daily basis. To build a high-quality EDMS, the organizational capacity, manpower, funding, software and hardware resources are needed. High involvement and cooperation of all stakeholders are required, namely IT staff, the persons in charge of the document processing, archives management and daily business in the agency. This study focuses on two research questions: First, from the user’s perspective, how do government agencies evaluate the success of EDMS? Second, what are the determinants to influence the success of EDMS? First of all, according to DeLone & McLean’s (2003) Updated Information System Success Model, system quality, information quality, and service quality are the three constructs adopted in this research to analyze the EDMS used by the civil servants in second-level agencies of Executive Yuan. Second, this study investigates the determinants leading to a successful EDMS, including tasks, users (people), projects and organizations, as shown in the study of Petter et al. (2013). In terms of research method, semi-structured interviews are carried out to obtain users’ feedback and opinions of using EDMS. In this study, 16 government officials were interviewed. The interviewees possess respective experiences in charge of information technology, document processing, archives management and operations. In this research, three constructs, system quality, information quality and service quality, are identified to evaluate the effectiveness of EDMS. In their evaluation, interviewees opined that stability, flexibility, functionality, responsiveness, safety and usability are the indicators of system quality; correctness, completeness and consistency are the indicators of information quality; lastly, reliability, responsiveness, profession and empathy are the indicators of service quality. In addition, the research results show that task compatibility and task difficulty are the determinants in the category of task; attitude toward technology, attitudes toward change, self-efficacy, technology experience and organizational role are the determinants in the category of users (people); user involvement, interrelationship with developers, domain expert knowledge and project management are the determinants in the category of project; Top-level leadership support, management processes and information technology infrastructure are the determinants in the category of organization. Furthermore, this study also engages in analyzing how the interviewees working in different functional departments view the aforementioned indicators and determinants differently. It is also identified that project management in the category of project and management processes in the category of organization are the two critical determinants to influence the success of EDMS during the government reform of Executive Yuan.