A Study on The Mechanism of Warm Experts and Digital Divide

資訊科技的發展一直伴隨著數位落差的問題，各國無不致力解決數位落差之問題。我國政府自2008 年起開始推動「資訊代理人」計畫，此項政策的目標是希望藉由在各地社區建置的資訊代理人。藉由當地的社會資源，將資訊代理人第一線貼近民眾的特性，以改善標的團體數位落差的問題。然而在初步觀察中發現，資訊代理人網站中各單位間與單位內，服務諮詢數量上存在很大的懸殊比例，因而開啟研究者欲研究資訊代理人政策的執行狀態，是否在執行的過程中有著甚麼樣的問題。因而本研究藉由文獻分析法與質化方法，整理過程評估的面向。從方案範圍的設定、推廣的狀態、執行人員的專業度、上網服務處的服務內容以及標的團體的情況，藉由質化的方式來看執行過程中，資源的調度、資訊技能、規劃問題、組 織內外部溝通狀況、執行者的意向，看其影響政策執行的狀況為何。 本研究發現資訊代理人政策在執行上的確產生執行上的問題，有待解決。其中執行人員的執行意向對於政策範圍設定影響很大、部分地區有資源不足的現象、規劃中獎評制度的不公、組織內外部溝通不足、執行人員專業度恐有不足的狀況。本研究建議規劃單位應增加對執行者的了解，改變獎評制度中以數量為主的評判標準，給予執行單位依其情況下的協助。The development of information technology has been accompanied by the issue of digital divide; various countries are committed to resolving the problem of digital divide. The Taiwanese government established the Warm Expert (or information agent) program in 2008. The policy goal is to use local resources to alleviate digital divide by deploying warm experts. The preliminary observation on the official warm expert website revealed that the occurrence of consulting varied greatly across locations, thus interested the researcher in studying the implementation of the policy in order to look into the possible problems in the process of implementation. The main research methods used were literature review and in-depth interviews. The analytical framework was based on theories of policy process evaluation. The process evaluation indicators in this research included 1) the boundary setting of the program, 2) marketing and promotion, 3) the agent's professionalism, 4) services content, and 5) the condition of the target groups. The qualitative measures used to assess the aforementioned indicators included 1) resource allocation, 2) the intentions of the agent, 3) the planning process, 4) the internal and external organizational communication, and 5) the agents' informational skills. It is found that there were indeed implementation problems of the warm expert policy that remain to be solved. The intention of the workers or agents who carried out the implementation had a great impact in setting the scope of services. Some areas were obviously short of resources. The assessment and rewards system was not considered fair. The communication inside and outside the involved organizations appear to be inadequate. Part of the agents carrying out the tasks did not show enough informational skills. This study suggests that the planning unit should increase the understanding of the implementation process, changes the assessment system that is based solely on the number of service cases, and offers more appropriate assistance to the implementation units which depends on its condition.摘要 i ABSTRACT ii 第一章 緒論 1 第一節 研究背景 1 第二節 研究動機與目的 3 第三節 研究問題與架構 6 第四節 研究方法與流程 9 第五節 研究範圍與限制 12 第六節 章節安排 13 第二章 理論探討與文獻回顧 15 第一節 電子化政府 15 第二節 資訊代理人 18 第三節 數位落差 38 第四節 過程評估 44 第三章 研究設計 51 第一節 訪談對象的選取 51 第二節 研究訪談題綱 55 第四章 政策分析 67 第一節 方案涵蓋範圍分析 67 第二節 推廣狀態 78 第三節 執行人員的專業能力 91 第四節 上網服務處的服務內容 106 第五節 標的團體的情況 128 第六節 其他：執行人員對政策的看法 137 第五章 結論與建議 145 第一節 研究發現與建議 145 第二節 未來研究建議 153 參考書目 157 附錄 163 附錄一 資訊代理人服務數量 163 附錄二 訪談逐字稿 16