邁向政府服務獎之路-以北部某衛生所為例

Abstract

背景：自從1980年代開始，新公共管理和全面品質管理的觀念慢慢地從私營企業部門引進政府公部門單位，而我國也從1996年開始在公部門機關著手推動品質管理的概念及方法，並設立政府服務獎等獎項以鼓勵各政府部門精進自身服務的內涵，創造獨特的服務價值。 目的：針對過去獲得政府服務獎的衛生所，探討獲獎者獲獎的原因及其在參獎中所遭遇的困難和如何解決，藉由參獎者分享參獎歷程與過去相關文獻資料的蒐集，給予本研究個案和往後參獎機關建議和參考。 方法：本研究先蒐集歷屆政府服務獎或政府服務品質獎的相關文獻和紀實，整理過去獲獎者的資料，並利用標竿學習法(Benchmarking)的架構，找出本研究個案需要改善的地方，藉由質性研究之深度訪談(In-depth interview)，設計半結構式的訪談大綱對獲獎者進行訪談，最後再將過去文獻資料和訪談結果做整理及討論。 結果：本研究共對三位過去獲得政府服務獎的衛生所主管進行深度訪談，針對本研究個案遭遇的問題及參獎歷程進行探討。研究結果發現，受訪者提到衛生所獲獎的原因為「做出特色」和「用心和創新」被最多人所提及。參獎過程中所遇到的困難則是「人力資源不足」被最多人提起，「無法得到衛生局支援」也是參獎者面臨的一個困難，而「主管身先士卒」是最主要解決的方法。受訪者提到好的領導者需要具備「主管帶頭做事」及「和成員經常溝通」的能力，也有受訪者提出「僕式領導(Servant leadership)」的領導哲學。關於衛生所投入長照服務的領域，受訪者則是建議需「深刻體驗需要轉型的事實」，此外「社區共同參與」和「重視預防的階段」也是受訪者對於衛生所從事長照服務的看法。對於如何精進內部管理機制措施，受訪者則是提到了「調查民眾滿意度和回饋」與「適度賦權給同仁」等措施。至於增進衛生所對於民眾的可近性，可從「深入各個社區」的方向努力，盡可能提供「提供別人不做的服務」。最後，「挖掘自己的特色」和「如何呈現自己的成果」則是受訪者給予本個案和往後的參獎者的寶貴建議。 結論：參加政府服務獎的評選是辛苦和漫長的過程，找出在地化的健康議題並發想出獨特並能解決問題的特色服務可滿足民眾的需求，對於參獎也有莫大的助益。領導者需要與組織成員盡可能的溝通，並適度賦權給成員，齊心合作以獲取最高榮譽。

Background: Since the 1980s, the concepts of New Public Management and Total Quality Management have been slowly introduced from the private sector to public government units. Taiwan has also started to promote the concept and method of quality management in public sector agencies since 1996, and established Government Service Awards and other awards to encourage government departments to improve the connotation of their own services and create unique service value. Purpose: Aiming at the public health centers that have won the Government Service Award in the past, this study discusses the reasons for the award winners and the difficulties they encountered in participating in the award and how to solve them. Suggestions and references for the case and future participating institutions. Method: This study first collects relevant documents and records of previous Government Service Awards or Government Service Quality Awards, organizes the information of past winners, and uses the framework of benchmarking learning method to find out the areas that need to be improved in this case. In-depth interview of qualitative research, a semi-structured interview outline is designed to conduct interviews with the winners, and finally the past literature and interview results are sorted and discussed. Result: This study conducted in-depth interviews with 3 public health center directors who had won Government Service Awards in the past, and discussed the problems encountered in this case and the process of participating in the award. The results of the study found that the reasons why the respondents mentioned that public health centers won the award were 'dignified' and 'intentional and innovative'. The difficulties encountered in the process of participating in the awards mentioned by the most people are 'insufficient human resources'. 'Cannot get support from the health bureau' is also a difficulty faced by the participants, and 'supervisors lead the way' is the most important solution. Respondents mentioned that a good leader needs to have the ability of 'supervisors take the lead' and 'communicate with members frequently', and some interviewees also proposed the leadership philosophy of 'servant leadership'. Regarding the areas in which public health centers invest in long-term care services, the respondents suggested that they need to 'deeply experience the facts that require transformation'. In addition, 'community participation' and 'the stage of emphasizing prevention' are also the respondents' opinions on the long-term care services provided by public health centers. Regarding how to improve the internal management mechanism and measures, the respondents mentioned measures such as 'surveying public satisfaction and feedback' and 'appropriately empowering colleagues'. As for improving the accessibility of public health centers to the public, efforts can be made in the direction of 'going deep into each community' and 'providing services that others do not do' as much as possible. Finally, 'digging out your own characteristics' and 'how to present your own achievements' are valuable suggestions given by the interviewees to this case and future awardees. Conclusion: Participating in the selection of the Government Service Award is a laborious and lengthy process. Identifying localized health issues and coming up with unique and problem-solving services can meet the needs of the public and are of great help to participating in the award. Leaders need to communicate as much as possible with members of the organization, and appropriately empower members to work together to achieve the highest honor.