臺灣公共組織服務設計之展望

Prospects of Public Service Design in Taiwan

民主化政治與公共組織改革的呼聲，造就了今日重視「民眾參與」、「跨域合作」、「共同創造」、「共同設計」以滿足「客戶體驗」、和「價值共創」的「公共服務設計」風潮。人民對於較偏向重視大眾個人價值的人群和社會福利服務有較急迫的需要和期待，而提供這類型服務的公共組織也有較多的機會能與民眾「共同生產」並實踐「價值共創」的理想。臺灣在遏制疫情和改善偏鄉地區的交通問題，成功解釋了「服務設計」以及多樣性和包容性對公共政策和創新的重要性。但未來仍需更多的實務研究，探討服務設計流程的改善，以及成功因素和執行之成果評估等議題。公共組織經常需要面對許多的未知和挑戰，需要公共組織領導人及經理人全心投入並從「心」出發，改變官僚的心態，滿足民眾的「心」，勇敢的帶領組織一起共創共好的社會。

The rising voice of democracy and the reform of public organizations has fostered the trend of public service design with an emphasis on citizen involvement, cross-boundary collaboration, co-creation, co-design, user experiences and value co-creation. The public has more urgent needs for and expectations of public social welfare services. There are also more opportunities to co-produce; hence more opportunities exist for value co-creation in services with a higher propensity for private value. Taiwan's success in containing the pandemic and improving public transportation in rural areas highlights the importance of service design and its notion of diversity and inclusion for public policy and innovation. However, additional empirical research is needed to know how to improve the process of service design, identify success factors and evaluate outcomes. In normal times, public organizations have to face numerous uncertainties and developing challenges. Managers should deal with these challenges in an earnest manner. Abandon the mentality of the bureaucrats and understand the public's needs. Dare to lead to build a society for the common good together.