Promotion of Consciousness Reform of Staff of Local Government from 'Duties Improvement Activities' Approach : Development of Framework for Deploying the Activities Based on Realities and Traits of a Taxation Organization

民間等との競争が年々激化し、また道州制導入が10年後にも見通される中、地方自治体の職員の意識改革や行政改革の必要性が様々な場で叫ばれている。しかし十分な成果は上がっていないように見える。 筆者が所属する広島県の税務関係地方機関では、平成19年4月から一部県税申告受付事務の民間委託を始めた。マーケティングを活用した業務改善活動に職場を挙げて取り組んだ結果、半年後には職場環境や利用者へのサービスが大幅に向上しただけでなく、職員の意識や態度も大きく変化した。 平成19年10月当機関の職員を対象とした「業務改善研修」を実施し、この取組みを紹介した上で同様の活動を呼び掛け、意識調査をしたり、その後改善活動推進のための自主勉強会を働き掛けたりしたが、職員の意識その他が障害となり、この勉強会は実施には至っていない。 しかしこれらの取組みを通じて、マーケティングをベースとした業務改善活動が職員の意識を改革する上で十分に機能することが判明した。さらに税務関係職場の実態や職員の特質が明らかになったことで、全庁への業務改善展開のフレームワークの仮説を得ることが出来た。 筆者としては、この仮説の精度を上げ、一日も早く全庁的な業務改善活動が始まるよう提案を行いたい。With probable introduction of the regional system of division 10 years later, and with the fact that competition with private sector intensifies year by year, the consciousness reform of staff of local governments and the necessity of administrative reform are demanded. But sufficient results seem of have not appeared yet. In a local administrative organization of taxation business of Hiroshima Prefectural Government, to which the writer belongs, a partial privatization of the report receptionist office work has begun since April, 2007. He has given support to the office with 'duties improvement activities approach based on the Marketing concept.' As a result, the workplace environment has dramatically changed half a year later, the consciousness and manner of workers as well as their service quality for users have largely improved. He carried out "Duties Improvement Training" for the organization in October, and called the trainees for similar actions. He executed a questionnaire at the training, and encouraged them later to make a start of their own duties improvement activities in their workplaces, which have not been put into practice yet due to their stale consciousness, etc. However, through his activities to date, it has been proved that this approach would work very well. In addition, he has got a hypothetical framework for deployment of similar activities all over the Prefectural Government. He will carefully examine the hypotheses from now on, so as to propose the authorities for the execution without further delay