| Abstract: | 國家的高度民主化，凡事概以民意為依歸，公部門無不極力要求提高民眾滿意度，而身為社會控制機構之一的警察組織，於干涉、取締之餘仍須兼顧為民服務之品質，期間存在著極大的角色衝突，對於原本就處於高工作壓力、高辛勞度的警察工作而言，無非是雪上加霜。依照我國警察法第二條所示：「警察任務為依法維持公共秩序，保護社會安全，防止一切危害，促進人民福利。」在實務操作上，我國警察勤務之繁雜，主、協辦業務之多，堪稱世界之最。而立於第一線且具有高度與民眾接觸工作特質的警勤區佐警，即是推行諸般警察行政工作的基層人員。本研究試圖瞭解基層警察人員與民眾，對於警察人員角色轉變及服務品質之認知差距，從而做為今後訂定警察政策努力的方向。本研究以彰化縣警察局彰化分局員警為研究對象，利用訪談的方式進行研究，所得結果如下：一、警察扮演的角色多元化，基本上當今警察的角色，應該定位於「執法者」與「服務者」之角色。二、警察提高服務品質必須權責分明，提升社會大眾的認同感。其次是加強培訓、提高警察的學歷水準、建立績效評比機制、改善工作時間、警察機關的資源規劃整合等，應是提升服務品質的關鍵因素。
In a highly democratic nation, a majority of the national affairs are determined by the opinions of civilians. All public departments work their utmost to pursue “public satisfaction.” As one of the control bodies of the society, the police organization not only performs intervening and banning acts, but also has to pay attention to quality of its service to the public. Between the roles the police should play, there exists and extremely great conflict. Undoubtedly, there creates additional burden to the work of the police, which was originally under high working pressure and high degree of tiredness. According to Clause 2 of the Police Act of Taiwan, “The duties and harms, and facilitate the welfare of people according to laws.” However, in practice, the complicatedness of duties of the police in Taiwan and the multiplicity of businesses the police involves can be considered of the highest level in the world. The district on-duty police officers, who always stand on the frontline and have frequent contacts with citizens, are just the most basic-level police officers implementing different kinds of administrative work of the police. Therefore, understanding basis police officers and civilians derives "Police officer's role change" & "service quality". Then it will determine direction of future police policy, this research is based on interviewing officers from Changhua Precinct, Changhua County Police Bureau, and results are as followings:1. Police role is enriching, modern police's role should be positioned at "law enforcer" and "servant".2. Raising service quality need to define rights and responsibilities clearly, and brings up community's agreement. Then it needs to be strengthened with training and higher education level of officers, develop mechanism of evaluation, improve working hour and resources planning and integration, all these should be keys to better service level. |
