社區工作組織社會創新決策模式之研究：以使用者為中心的觀點

The Study of Social Innovation Decision Making Models in Community Work Organizations: A User centered innovation Perspective

近年我國社區工作掀起社會創新的浪潮，透過地方社群治理的擾動，期望能夠帶動更多的在地成員透入地方議題的解決，透過社會創新的手法，協助地方發展出能夠解決在地需求的社群治理行動。歐盟於2012年起，推動的INNOSERV計畫中，針對歐洲地區的高齡社會、移民社會等議題，提出創新的解決方案，希望能夠指引地方社群翻轉過往專業主義掛帥的地方行動模式，改以「使用者參與（User Involvement Involvement）」的觀點，期望能夠將地方議題中的利害關係人，納入需求調查、方案設計與方案行動的歷程中，藉由此觀點的實踐，期望能夠創造地方社群治理的新樣態。
本研究以南投縣眉溪部落及厚熊笑狗長照創新產業為例，探討個案中的社區工作組織如何透過使用者觀點的導入，建立起社群治理的樣態。期望透過本研究的個案分析，充分了解使用者參與於社群治理個案中可能的治理策略，提供未來相關社區工作組織推動社群治理之參照。研究發現組織透過既有並不斷積累的社會資本來促成使用者的聚集，再運用培力的策略促使集體行動的產生，形成「使用者參與」在社會服務中，亦或是透過社會資本與共識價值串連起在地網絡社群，交流與合作如何提供在地需要的服務，即「以使用者為中心」的服務，而以使用者為中心的服務能讓使用者獲得賦權並更關心社區事務、促進當地組織互動交流、服務的提供也更有效率和效能。然而，以使用者為中心的服務具備高成本、客製化的特性，社會創新與現行社區發展工作推動的方式不同，在資源有限的情況下，探索性的嘗試也常為服務提供團隊帶來挫敗與內耗，因此社會創新組織的領導團隊很重要，不但要培力夥伴具備創新的思維與方法也要看見、了解地方的需求並篩選適合在地的計畫與資源連結以維持社會創新的發展。

In recent years, a wave of social innovation has swept through community work in our country. Through the disruption of local community governance, there is an expectation to engage more local members in addressing local issues. Utilizing social innovation methods, the aim is to assist in the development of community governance actions that can address local needs. The European Union’s INNOSERV project, initiated in 2012, focuses on innovative solutions for issues such as aging societies and immigration in the European region. The project aims to guide local communities in transforming their traditional expert led approaches to action, emphasizing ’’User Involvement.’’ This perspective involves integrating stakeholders in local issues into the process of needs assessment, solution design, and action. Through the practical application of this approach, the goal is to create a new pattern of community governance.
This study takes the Baike Tribe and the Elderly Care with Homie Care Innovation Industry in Nantou County as examples to explore how community organizations, in these cases, establish a pattern of community governance through the introduction of a user perspective. Through the case analysis in this research, it is hoped to fully understand the potential governance strategies of user participation in community governance cases, providing reference for future community organizations promoting community governance. The study found that organizations use existing and continuously accumulated social capital to facilitate user gathering. By employing empowerment strategies, collective action is promoted, forming ’’User Involvement’’ in social service s. Alternatively, through the connection of social capital and shared values, local network communities are linked, exploring how to provide services that meet local needs, i.e., ’’User-Centered ’’ services. User-centered services empower users, leading to increased community involvement, enhanced interaction and communication among local organizations, and more efficient and effective service provision. However, user-centered services, with their high costs and customized features, differ from the current methods of community development. In situations of limited resources, exploratory attempts often bring challenges and internal conflicts to service teams. Therefore, the leadership team of social innovation organizations plays a crucial role. Empowering partners with innovative thinking and methods, recognizing local needs, and selecting suitable local projects and resource connections are essential to sustain the development of social innovation.