A study of the importance of government non-routine performance affairs- A case study of Taipei City Government

• Main Authors: CHANG, JIA-SYUAN, 張佳璇
• Other Authors: HU, LUNG-TENG
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/5rj76c

碩士 === 國立臺北大學 === 公共行政暨政策學系 === 106 === 　　Speaking of performance management, most would think immediately about performance indicators. Traditionally, performance indicators of an organization is confirmed at the beginning of the year. However, during civil servants' daily routine, many are non-routine affairs, such as the 1999 hotline, or matters concerning city council members, are more important to mayors. The paradox here is that these non-routine affairs are not measured by concret institution, and efforts are therefore being neglect. 　　While there studies on Taiwan's performance management system and measurements, there is rarely study on measuring the performance of non-routine affairs, such as tasks given by councilman, occasional tasks from supervisors, or 1999 hotline services. And this is a major gap in measuring government performance. Therefore, this study aims to answer the following two questions via empirical research: (1) Would civil servants undergo more pressure in working with non-routine affairs versus routine and measurable tasks? (2) How has non-routine affairs affect the performance of civil servants in working on routine tasks? 　　This study references literature review and individual interviews to understand the non-routine affairs in government agencies and compare with measurable performances via the Analytic Hierarchy Process (AHP) method. After analyzing the AHP results, individual interviews with the participants in the AHP survey is conducted to evaluate whether the weighting from the AHP meets real world situation, and what the true reasons are behind. 　　The study finds that non-routine affairs are equally important compared with routine affairs. The following are major findings: (1) Non-routine affairs really exist in public sector; (2) Different subjects have different emphasis on routine and non-routine affairs; (3) Non-routine and routine affairs must be dealt with separately. 　　However, the importance of non-routine affairs is rarely being discussed either academically or practically. The AHP survey shows that non-routine affairs should be taken into account seriously. Therefore, this study fills the gap of current situation and releases civil servants from the performance indicator framework, and extends the horizon of performance management. Practically, this study contributes to performance measurement setting to be more precise in evaluating the performance of civil servants.