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| Title: | 從資料治理看政府數位轉型： 以聊天機器人在政府部門之應用為例
A Study of Government Digital Transformation from Data Governance Perspective ： Using Government Chatbots Applications as An Example |
| Authors: | 許博雅
Hsu, Bo-Ya |
| Contributors: | 陳敦源
Chen,Don-yun
許博雅
Hsu, Bo-Ya |
| Keywords: | 政府數位轉型
數位治理
人工智慧
智能機器人
智能客服
Government digital transformation
Digital governance
Artificial intelligence
Intelligent robots
Intelligent conversational agents |
| Date: | 2022 |
| Issue Date: | 2022-08-01 18:34:35 (UTC+8) |
| Abstract: | 近年來不論政府或民間企業皆積極投入數位轉型，強調透過數位科技的應用，例如大數據、人工智慧、區塊鏈等，改變業務處理流程提升工作效率、發展以使用者為中心的產品或服務，創造更大的價值與競爭力。事實上，政府欲達成數位轉型，邁向智慧政府，資料治理工作到位與否為重要關鍵。
資料治理的範疇大至整個政府部門的資料管理，小至每一項政府服務的運作，為了能具體了解目前政府資料治理的情形，本研究以近期備受重視的聊天機器人為主題，採用個案研究的方式，挑選三個已導入使用的稅務機關，分別是財政部中區國稅局、臺中市政府地方稅務局及桃園市政府地方稅務局，透過深度訪談法及文獻分析法，從中探索政府機關導入數位服務的關鍵因素、資料治理過程及聊天機器人運作情形。
研究結果發現，目前稅務機關使用聊天機器人有四大現象，首先，機關考量經費和時間，選擇購買廠商公版軟體及租用廠商雲端平台；其次，以個別專案的方式導入聊天機器人服務，未考慮機關整體的資料治理架構；第三，將聊天機器人定位在回答簡單、重複性高的問題，缺乏資料分析與應用；最後，機關未積極蒐集使用者回饋，影響聊天機器人功能優化。
為建構導入聊天機器人服務需考慮的項目，從人力協作面、資料處理面及系統應用面進行研究，為建構導入聊天機器人服務需考慮的項目，期望作為政府數位服務執行資料治理的參考，透過系統性的評估與檢視，進而提升聊天機器人服務效益。
In recent years, both governments and private enterprises have been actively investing in digital transformation, emphasizing the applications of digital technologies including big data, artificial intelligence, and blockchain to transform business processes, improve efficiency, and develop user-centered products or services to create greater value and competitiveness. In fact, if the government intends to achieve digital transformation and move towards a smart government, it is crucial to have data governance in place.
The scope of data governance ranges from the management of data across government departments to the operation of each government service. In order to understand the current situation of government data governance, this study adopts a case study approach focusing on the recent emphasis on chatbots through studying three tax agencies that have already been using chatbots. The case studies were conducted in the National Taxation Bureau of the Central Area, Ministry of Finance, the Local Tax Bureau of Taichung City Government and the Department of Taxation of Taoyuan City Government. Through in-depth interviews and documentary analysis, the key factors of digital service implementation, data governance process, and chatbot operation in government agencies were explored.
The study found that there are four main phenomena regarding the current use of chatbots by tax agencies. First, the agencies choose to purchase the manufacturers’ public domain software and rent the manufacturers’ cloud platform in consideration of funding and time; second, they import chatbots as individual projects without considering the overall data governance structure of the agencies; third, they position chatbots to answer simple and highly repetitive questions, lacking data analysis and applications; and finally, the agencies do not actively collect user feedback, which affects the optimization of chatbots’ functions.
The items to be considered for the construction of chatbot service implementation are examined in terms of personnel collaboration, data processing, and system application. It is expected that these items will serve as a reference for data governance in the implementation of government digital services. It is also hoped that the effectiveness of chatbot services will be further enhanced through systematic evaluations and reviews. |
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| Description: | 碩士
國立政治大學
行政管理碩士學程
108921014 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0108921014 |
| Data Type: | thesis |
| DOI: | 10.6814/NCCU202200991 |
| Appears in Collections: | [行政管理碩士學程(MEPA)] 學位論文
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