屏東縣社戶政津貼整合系統及其使用滿意度之研究

The Integration of Welfare Benefit System and Its Implementation in Pingtung County

屏東縣政府於2010 年8 月開始規劃社、戶政人力整合之創新方案，並擬透過戶政電子化系統之建置，減少與縮短社會福利津貼申請過程中的戶籍謄本申請量以及津貼審查程序與期間。其中，欲以此系統整合低收入戶、中低收入戶、身心障礙者生活補助津貼、中低收入戶老人生活津貼，以及中低收入戶兒少生活扶助等五項津貼之請領與發放。在2011 年正式運作後，發現戶籍謄本的減量、社政人員工作量的減輕與案件審理程序的簡化與期間的縮短等，皆有良好之成效，遂規劃於2012 年擴大使用於屏東縣各鄉鎮，並在2013 年實施於屏東縣全境。本文係以量化問卷與統計分析為主要的研究方法，探討屏東縣之社、戶政津貼整合系統的發展及其成效。本文之內容分為三部分。首先，將檢視當前公共政策評估滿意度之相關研究，以及本研究所採之分析面向與測量工具。第二，使用者的滿意度調查與分析，並以敘述性統計與進一步之統計分析為方式呈現與比較民眾對於請領津貼以及審查程序與期間等面向之滿意程度。最後，則探討當前社、戶政津貼系統之建置形式及民眾之使用滿意程度，並提出未來該系統修正之建議。

The Pingtung County Government had been planning a new service project from August 2010 that aimed at reducing the duration and procedure of application and saving resources during the process of applying and reviewing the social provisions that were managed by social and household administration systems respectively. In this way, the application and delivery of Low-Income Household Living Allowances, Mid-Low Income Household Living Allowances, Persons with Disablement Living Allowances, Living Allowances for Senior Citizen in Mid- and Low-Income Household, and Living Allowances for Children and Youth in Mid- and Low-Income Household are processed by a programmed system, through which these five schemes could be integrated and the efficiency and precision of the procedure and decision could also be improved accordingly. In 2011, it was proved that this new service project could indeed reduce the waste of resources and material, shorten the duration of application and alleviate the government’s workload. For this reason, the County Government decided to promote this new service project to the whole County step by step in 2012 and 2013. This article employs quantitative methods as the framework, and discusses about the development and effects of this new service project on the basis of the findings. Firstly, it starts with a literature review section on the satisfaction of the public policy and its evaluation, which helps this research find out suitable aspects and methods for analysis. Secondly, a comparative study is applied here in order to find out whether this new service project did help improve the efficiency and accuracy of the system as a whole. Lastly, the satisfaction of the new project will be discussed and the revision of this project will be suggested at the end of this article.