| Summary: | 碩士 === 元智大學 === 資訊管理學系 === 100 === It has been a trend in government policy when it comes to information outsource. Recently, many other country have highly emphasized on the service satisfaction from users’ points of view and the related IT workforce accordingly. Our nation’s IT policy has been required to pay attention on these terms and to prepare a series of suits of solutions to this competitive and more complex environment.
Established in 1999, the Information Department of the Legislative Yuan is responsible for the development and maintainence of information systems and services in the competitive world-wide parliament performace especially on information technology. Accumulately, more than 50 information systems or services have been created to serve the related affairs of the congress. The experience is one of the most important assets for Legislative Yuan not only because of the plenty of information systems but the well-understood partnership with each other for the outsourced tasks, which is leading the IT policy of Legislative Yuan to a strategic view of overall outsourcing roadmap.
Confronted by the rapidly migration on information technologies, what does it take for the government to keep pace with them in order to leverage the overall competitiveness? What actions should be taken to deal with the upcoming challenges in the current IT workforce capability, in order to acquire the latest hi-tech experiences for the more agile application needs? How should the supervisors do to get insight of the relations between causes of the dissatisfaction on IT service and the IT workforces in consequence for the needs on refining IT policy?
Management consultant Peter Ferdinand Drucker once ever said, “If you can’t measure it, you can’t manage it.” References about the measurement on both IT workforce and quality of services submitted by many former researchers from different areas of domain knowledge are concluded in this thesis including USA CIO council ITWCA 2006 and papers published by our government on IT services.
Considerations on both IT workforce and quality of service from IT experts in Legislative Yuan summarized are made to be a hypothesis model for the comparison with what the users feel and think by using questionnaire survey on information system ITSM. Proven by expectations and practices both in experts and users, five different gaps are found to be significant in statistics such as gap on degree of satisfaction on quality of service, gap on acknowledgement of IT workforce, gap on acknowledgement of information quality of services, gap on the influence of the external communications, and gap on the relationship in reality of IT workforce task allocation.
Recommendations made as a series descriptions to each gaps are expected to managerial level experts in department of information in the Legislative Yuan for further and permenant improvement process reference to the current IT policy and human resource management in pratice.
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