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題 名 | 政府資訊系統設計思考經驗--以傳染病通報系統改版問題分析為例=The Adoption of Design Thinking in Government Information Systems: An Empirical Study of The Revisions of Notifiable Disease Surveillance System |
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作 者 | 胡毓萍; 李佳琳; 葉芝廷; 鄭伊倫; 劉定萍; | 書刊名 | 疫情報導 |
卷 期 | 37:13 2021.07.13[民110.07.13] |
頁 次 | 頁205-215 |
分類號 | 412.42 |
關鍵詞 | 傳染病通報系統; 設計思考; 服務設計; 政策形成; Notifiable Disease Surveillance System; Design thinking; Service design; Open policy making; |
語 文 | 中文(Chinese) |
中文摘要 | 傳染病通報系統為疾病管制署核心資訊系統,建置已久,面臨需改版以提升系統量能及符合業務需求,然而傳統資訊系統架構調整方式往往著重於技術層面的發展,對於一般使用者關心的服務品質、協助執行業務及使用體驗等,尚缺乏系統性的問題分析及針對問題調整設計。本研究採用行政院公共數位創新空間運用於開放政府服務與政策形成之設計思考策略及對應工具,發掘出系統面臨6大項重要問題:(1)系統內容與通報業務規範不吻合,醫療院所使用者難以理解並快速完成通報及送驗工作;(2)醫療院所端與公衛端使用者對於通報資料提供與期待有落差;(3)缺乏行動化便利性的服務(4)介接系統多但未建立分工、退場管理機制,造成系統架構複雜;(5)系統設計缺凡彈性,難以即時調整回應業務需求及(6)系統未有備援機制,停機、異常、反應速度慢等問題。本研究以使用者為核心的思考設計方式,可系統性的收集到各類使用者的問題及看法,於意見的收斂及問題脈絡釐清過程中聚焦各使用者意見,發掘使用者真正在意的痛點及根本原因,從而找到系統真正要處理的問題及改善方案。建議未來政府機關在規劃資訊系統服務與政策形成前階段,就須邀請使用者共同參與及意見交流,以發展出符合使用者需求的資訊系統。 |
英文摘要 | The Notifiable Disease Surveillance System (NDSS) is one of the important information systems in Taiwan Centers for Disease Control (TCDC), which has been implemented since 1993. In order to provide better service, we need to complete an upgrade and revision of this system. The conventional revision methods often focus on the development of technical levels and lack of concern for business processes, user experience, and service quality. In this study, we adopted Design Thinking and the Open Policy Making toolkit along with specialists at the Public Digital Innovation Space (PDIS) in order to understand wider aims and needs, recognize underlying drivers and challenges, and generate ideas that correspond with the user needs. We derived 6 principles for system revision: (1) users from medical institution can conveniently complete the notification and specimen submission, (2) public health users can timely obtain data in considering both accuracy and completeness, (3) users may reach the service using mobile devices, (4) a well-developed architecture for the response to business requirements, (5) high system flexibility, and (6) high system availability. After analysis, we decided that the NDSS platform should be comprehensively re-designed to provide a better user experience and system service. In this research, we explored the problems and resolutions to update the interface based on user needs. We suggest inviting users to participate in the service design and policy making phase to update the government information systems. |
本系統中英文摘要資訊取自各篇刊載內容。