台灣電子化政府資訊系統的挑戰－利益關係人觀點

Assessing Stakeholders Participants as a Means of E-Govern in Taiwan

10.6382/JIM.201004.0201

張玲星(Christina Ling-Hsing Chang)；游佳萍(Chia-Ping Yu)；洪智源(Chih-Yuan Hung)

電子化政府 ； 利益關係人理論 ； 策略管理 ； E-Government ； Stakeholder Analysis ； Strategy Management

資訊管理學報

17卷2期（2010 / 04 / 01）

201 - 231

繁體中文

隨著電子化政府創造更多競爭優勢已成為一股不可抵擋的風潮，並持續向整合的階段繼續發展，因此政府組織也會因此而產生流程改變等相關的現象。由於利益關係人(Stakeholder)在政府組織的複雜且交互影響的環境中，對於擬定策略來管理相關的議題時，所扮演的角色益形重要。因此，本研究採用利益關係人分析(Stakeholder Analysis)，進行電子化政府利益關係人之辨認，並探討利益關係人之間是如何合作的。最後，尋找出共同利益做為未來推動電子化政府的方向。 以高雄市政府地政處所推動之「台灣e網通」個案為對象，研究結果顯示本個案在推動電子化政府時所創造的共同利益中，其受重視的指標依序為：「提升系統開發成本效益」、「創造更多營收與價值」、「垂直整合政府資料」。然而，在此過程中，仍有「水平整合政府資料」、「創新系統功能、提供加值服務」、「電子化政府單一窗口」等共同利益被輕忽。由於這些被輕忽的共同利益不但會限制系統的發展與創新，也會阻礙利益關係人之間的合作，導致系統無法提供加值服務，而成為未來電子化政府完全整合的絆腳石。因此，本研究建議可以透過組成利益聯盟的方式，支援這些被輕忽的共同利益，並使之受到重視。 本研究的貢獻在政府組織推動電子化政府時，應先辨認出具重要影響力的利益關係人，將資源集中在關鍵角色上，以協助規劃管理團隊，同時也瞭解到利益關係人之間複雜的關係。此外，利益關係人分析也可協助規劃管理團隊瞭解政府組織所背負的使命，並以利益關係人的利益為基礎，建構出一個可實現的願景，作為推動電子化過程中，利益關係人之間動態合作時可以遵循的指引。

With the emergence of information technology (IT), e-government is becoming a new trend. In government organization, the stakeholders exist in a complex and interactive environment, where workflow, corporate functions and management strategies have been shaped by IT. Thus, stakeholders play a significant role in the electronic processes. In light of this, the present study uses case study and Stakeholder Analysis methods to analyze the case of Taiwan e-Net - a Department of Land Kaohsiung City Government, to investigate: (1) how key stakeholders are identified; (2) how the key stakeholders cooperate with each other; and (3) the future e-government development process. The three most important common interests of Taiwan e-Net are: helping public administrators manage resources effectively; creating more profit and better value; and vertically integrating government data. It is also important to highlight the three most ignored common interests of the organization, which are: horizontal integration of government data; creation of new information system functions and value-added service; and the one-stop service center of e-government. If these three common interests are ignored, the development, creation, and value-added of Taiwan e-Net will be limited and will become a stumbling block for e-government. For this reason, the present study proposes the forming of an interest coalition which supports these ignored issues as a possible strategy. In practical terms, this study suggests that before e-government can be developed, we should identify the key stakeholders, understand their complex relationships, focus resources on them in order to help the management team. At the same time, the interests of stakeholders assist the management team in understanding the mission of the government, and thus in building a practicable vision. Finally, the result of this paper can form the e-government guidelines for the dynamic cooperation of stakeholders in the future.

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