臺北市公車服務品質再精進──公車學院之建立與未來展望

Enhancing the Quality of Bus Services in Taipei City: The Formation and Future Development of the Bus Academy

臺北市市區公車因COVID-19疫情影響，面臨駕駛長大量流失，疫情後運量逐漸回升，但駕駛長人力仍持續減少，在有限的人力條件下，衍生出相關服務品質降低的課題。臺北市公共運輸處與臺北市公共汽車客運商業同業公會共同研擬精進策略，為了招才、留才及提升整體公車服務品質與行車安全，114年3月成立「公車學院」，整合臺北市聯營公車14家業者經費與資源，創先全國推動共同培訓平台，以提升整體駕駛長訓練品質。本文說明公車學院發展歷程及利用變革理論重新定位為產官學合作的第三方智庫與培訓平台，因應不同需求推出培訓課程外，透過焦點座談意見持續蒐集意見，以作為穩定人力、提升公車服務品質及強化行車安全政策推動的重要基礎，供其他城市於設計公車駕駛長培訓相關制度時借鏡。

Taipei’s city bus services experienced significant driver attrition due to the COVID-19 pandemic's impact. Although ridership has gradually recovered since the pandemic, the number of drivers has continued to decline, raising concerns about reduced service quality due to limited manpower. The Taipei Public Transportation Office and the Taipei City Bus Operators Association jointly developed enhancement strategies. To attract and retain drivers and to improve overall service quality and operational safety, the“Bus Academy”was established in March 2025. By integrating the funding and resources of the fourteen consortium bus operators in Taipei, this is the first jointly operated training platform in Taiwan, aimed at elevating the quality of driver training. This paper describes the development of the Bus Academy and explains how the Theory of Change was applied to reposition it as a third-party think tank and training platform supported by government, industry, and academia. In addition to offering training programs tailored to different needs, the Academy continuously collects stakeholder feedback through focus group discussions, providing an important foundation for stabilizing manpower, enhancing bus service quality, and strengthening operational safety. The findings serve as a reference for other cities in designing institutionalized training systems for bus drivers.