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    Title: 以科技接受模型探討119高效能勤務派遣系統使用意願
    Using Technology Acceptance Model to Explore Firefighters’Use Intention of 119 High-Performance Dispatch System
    Authors: 謝坤龍
    Shie, Kuen-Lung
    Contributors: 廖興中
    謝坤龍
    Shie, Kuen-Lung
    Keywords: 消防同仁
    科技接受模型
    119高效能勤務派遣系統
    使用意願
    Firefighters
    Technology Acceptance Model (TAM)
    119 High-Performance Dispatch System
    Use Intention
    Date: 2025
    Issue Date: 2025-05-02 14:45:50 (UTC+8)
    Abstract: 臺北市政府消防局在2006年建置的第二代智慧型電腦輔助勤務派遣系統,歷經十餘年的使用,不論是軟體功能或是硬體設備,皆已經明顯不符合現代的需求。為實現精準急難救助服務的五大目標,臺北市政府消防局加速數位創新應用的腳步,在2019年開始編列3年的連續性預算,開始逐步升級為「119高效能勤務派遣系統」。此外,為了解119中心執勤員以及第一線救災人員在執行急難救助服務的過程中,內心對119高效能勤務派遣系統的使用意願,是否即時取得重要搶救資訊?是否降低消防同仁救災傷亡?是否增進災害搶救效能?促使民眾的生命財產及安全可以獲得更堅強的保障。
    本研究參考Davis(1989)、Davis et al.(1989)提出的「科技接受模型」作為概念架構,應用個案研究法、次級資料分析法及深度訪談法對119高效能勤務派遣系統運作現況及使用意願進行深入討論。本研究將訪談類別分成「119中心執勤員」以及「第一線救災人員」,透過立意取樣方式選擇3位119中心執勤員與3位第一線救災人員。對應訪談指標的文本資料分析,本研究獲得數點主要結論:一、未來繼續使用119高效能勤務派遣系統的主要關鍵構面是知覺易用、知覺有用以及使用態度。二、由於「操作介面的相似性」,119高效能勤務派遣系統之各項功能與操作是容易的。119中心執勤員定期召開「勤務派遣精準化會議」來克服使用瓶頸。第一線救災人員則是製作簡易操作手冊。三、119高效能勤務派遣系統對工作績效產生四點效益,分別為:「強化話務管理的品質與效率」、「快速派遣救援資源」、「操作紀錄回溯功能」、「提供必要救援資訊」。但是也應該注意使用者的心理健康狀況,減輕心理壓力。四、使用者可以採取四個方向來降低負面衝擊,分別是:「利用情境模擬功能」、「團隊合作解決問題」、「參與系統教育訓練課程、「快速通報技術問題」。五、119高效能勤務派遣系統的其「介接輔助」功能,有效減少外勤分隊隨機應變的風險和壓力,並提供精準的救災資訊,不僅獲得119中心執勤員及第一線救災人員的正面評價,也得到消防局長官及同仁的高度肯定。六、系統功能升級聚焦於三個方向,分別是「AI語音輔助功能」、「現場指揮幕僚紀錄整合」以及「勤務編排功能優化」;在管理制度也有三點值得優化,依序是:強化表單整合功能、話務品質管理的優化以及聘用專責的專案管理人員。
    The second-generation intelligent computer-aided dispatch system built by the Taipei City Fire Department in 2006 has been in use for more than a decade, and both the software functions and hardware equipment have clearly failed to meet modern needs. In order to realize the five goals of accurate emergency services, the Taipei City Fire Department has accelerated the pace of digital innovation and application, and in 2019, a three-year continuous budget will be allocated to gradually upgrade to the “119 High Performance Dispatch System”. In addition, in order to understand the willingness of 119 center duty officers and first-line rescue workers to use the 119 High Performance Dispatch System in the process of performing emergency rescue services, is it possible to obtain important rescue information immediately? Does it reduce the casualties of firefighters? Does it improve the efficiency of disaster rescue? The life, property and safety of the public can be more strongly protected. This study refers to the Technology Acceptance Model (TAM) proposed by Davis (1989) and Davis et al. (1989) as a conceptual framework, and applies the case study method, secondary data analysis method, and in-depth interview method to discuss the current situation of the operation of the 119 High Performance Dispatch System and the use intention. In this study, the interview categories were divided into 119 center duty officer and first-line rescue workers, and three 119 center duty officers and three first-line rescue workers were selected through the purposive sampling method.
    Based on the textual analysis of the interview indicators, several key conclusions were drawn from this study: (1) Perceived ease of use, perceived usefulness, and attitude toward using are the key components for the continued use of the 119 High Performance Dispatch System. (2) Due to the “similarity of the operation interface”, the functions and operations of the 119 Efficient Dispatch System are easy to use, and the 119 center duty officers at the 119 Center hold regular “dispatch precision meetings” to overcome the bottlenecks in the use of the system. The first-line disaster relief workers have created a simple operation manual. (3) The 119 High Performance Dispatch System has four benefits for work performance: “Enhancing the quality and efficiency of call management”, “Rapid dispatch of rescue resources”, “Operation record retrospective function”, and “Providing necessary rescue information”. However, attention should also be paid to the mental health of users to reduce psychological stress. (4) Users can take four directions to reduce the negative impact, namely: “utilize situation simulation function”, “teamwork to solve problems”, “participate in system education and training courses, and ‘quickly report technical problems’. (5) The “Multiple Interfaced System” function of the 119 High Performance Dispatch System effectively reduces the risk and pressure of random response by field units and provides accurate disaster relief information, which is not only positively evaluated by the 119 center duty officers and first-line rescue workers, but has also been highly affirmed by the Fire Marshal and his colleagues. (6) The system function upgrade focuses on three directions, namely, “AI voice assistance function”, “integration of field command staff records”, and “optimization of service scheduling function”; there are also three points to be optimized in the management system, which are, in order of priority, “strengthening the integration function of the form”, “optimizing the quality management of the call”, and “hiring a dedicated project management staff”.
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    Description: 碩士
    國立政治大學
    行政管理碩士學程
    111921012
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0111921012
    Data Type: thesis
    Appears in Collections:[行政管理碩士學程(MEPA)] 學位論文

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