臺中市打造智慧城市有成 新版線上申辦資訊服務平台成效卓著 Intelligent City Success in Taichung

由於網際網路具備無遠弗屆的特性，不但成為企業服務消費者的重要平台，政府機關也利用網站提供訊息發佈、表單下載、線上申辦等服務，讓民眾在家即可申請各種證明文件或服務，避免勞頓奔波之苦。而臺中市政府更在2013年10月15日推出新版線上申辦資訊服務平台，將各級機關的線上申辦服務整合到單一平台中，讓民眾能夠快速找到各種表單與線上申請項目。

臺中市政府資訊中心副主任黃惠敏說：「我們希望讓臺中市民在線上申辦資訊服務平台上，即可找到所需要申辦的各項業務，而不需要分次連線到各級機關辦理，也就是利用資訊系統的快速、便利、省時等特性，讓民眾享受到便利性、整合性、效率性、安全性的服務。」

推動第二階段擴充案 加快系統上線速度

臺中市、臺中縣自2010年12月25日合併，並升格為直轄市之後，行政面積便達到2215平方公里，人口數更突破275萬，是全台第二大城市。儘管合併之前各級機關均有架設專屬網站，提供表單下載與線上申辦業務的服務，雖然已經可以大幅省下申辦業務的時間，但是缺乏一個整合性的平台，若需要申辦的項目比較多，民眾還是得分別到不同網站申請才行。

為此，臺中市政府一直在思考如何提供市民便利的服務，於是在2012年2月便推出線上申辦服務平台，將15項線上申辦服務整合於單一平台上，讓民眾可享受到便利與省時的服務。此外，在擴大服務平台效益的前提下，資訊部更積極收集民眾對線上申辦服務系統的使用意見，以作為第二階段擴充案改進的參考。

在經過詳細分析與評估，以及參酌過去使用者經驗，資訊部決定在第二階段擴充案中，讓操作介面更為友善化。另外，考量第一階段推出的15項服務，都是委託程式開發人員撰寫程式，再將平台與機關網站串連起來，耗費的時間非常長，因此資訊也決定設計易於上手的模組套件，簡化串連各機關申請服務上線所需的時間。

黃惠敏表示：「過去地方機關提出服務申請，在經由資訊部評估、委託外包廠商進行開發，到最後上線大約需要一個月左右的時機，不僅耗費時間非常長，也無法提供市民即時的服務，所以才會想要在進行第二階段擴充案時，一併解決相關的問題。」

在依照政府採購法完成公開招標的程序後，康和資訊成為協助資訊部推動第二階段擴充案的協力廠商，經過6個月的討論與不斷改進之後，新版線上申辦服務平台已經於2013年10月15日上線。

新版平台功能更全面 具備簡單、明瞭特性

相較於上一代的版本，新版線上申辦服務平台強調簡單、明瞭，擺脫傳統政府申辦網站的介面設計框架，改以活潑、引導的架構，協助市民進行申辦或查詢，更將常用的功能及說明放在首頁，讓初次使用的市民能夠一目了然。不光如此，系統更增加了個人專區功能，並且提供會員資料同步機制，可將資料自動同步到臺中市政府全球資訊網會員資料中，免去多次重複輸入資料的流程與時間。

目前線上服務平台已經可以提供2856件表單下載，346項既有系統連結，及整合市府各機關286項線上申辦項目，而且在活化公共資產的前提下，更加入8項場地租借的線上申請服務。有別於其他申辦項目，租借服務是採行事曆的方式呈現，並提供場地特徵搜尋的服務，讓使用者可快速查詢適合使用的場地。臺中市政府應用服務科科長劉碧惠說，目前民眾對租借場地的興趣非常高，此項服務也創造了市民與市政府雙贏的局面。

「資訊部在版面設計上花了很多心思，也請康和資訊提供不少建議。」黃惠敏指出：「值得一提之處，在模組化工具的協助下，各級機關能方便設計想推出的服務，而且從提出申請到資訊部審核、上線，大概只要一天即可完成，流程比過去簡化很多。」

擴大平台深度與廣度 資訊部從三方向著手

從2012年2月到2013年10月底，線上申辦服務平台一共完成102萬1074件申辦案件，其中又以戶籍謄本、敬老愛殘卡申請等項目最多，足見平台帶來效益確實非常卓越。臺中市政府為擴大線上申辦服務平台深度與廣度，將從三方面著手，首先便是整合現有機關線上服務系統為目標，簡化民眾辦理流程、建置單一申辦入口。

黃惠敏表示：「若原有機關的線上申辦服務較簡易，資訊部則會建議整併到臺中市線上申辦服務平台中；但是如果機關的線上服務功能非常完整且民眾已非常習慣該操作模式，則會透過API介接的方式，擴大對民眾的服務範圍。」其次，考量到行動裝置的普及，以及對外國人士的服務，線上平台也強化行動版本的服務內容，與提供多國語言版本，並且加入付費金流整合。最後一項，則是會為市民提供進階個人化服務，除可紀錄辦理線上服務的歷程，系統還會於申請時限前，主動通知續辦或更換申請。

在臺中市政府的規劃中，將藉由資訊科技的協助，打造智慧城市中極具幸福感的市民服務，讓市民能夠享受到更多智慧化的申辦系統。

For its ubiquity, the internet has become an important platform for enterprises to provide services for consumers. This also allows government agencies to post information, provide forms for download, and render online services for citizens to apply for different kinds of documents and services, so as to save them from travelling to these agencies. The Taichung City Government (TCCG) began promoting the new-version OSAP on 15 October 2013 to integrate the online application services of all TCCG agencies into one single platform for citizens to efficiently find the forms and apply for what they need under their fingertips.

According to Deputy Director Huang, Hui Min of the TCCG Information Management Center: “Instead of linking from one site to another site, one-stop service is the aim of this project. That is to say, citizens can find and apply for what they need from different TCCG agencies all on this integrated platform, efficiently and conveniently. This way, they can enjoy truly convenient, integrated, efficient, and reliable services from the TCCG.

Expansion for Faster System Connection

After promoting Taichung into a municipality by merging Taichung City with Taichung County on 25 December 2010, the administrative area and population of the municipality increased to 2215km2 and over 2.75 million people, making Taichung the second largest city in Taiwan. Before the merger, although each government agency already established an official website for citizens to download related forms and apply for related services to significantly save business operation time, as it lacked an integrated platform, citizens had to visit the websites for different agencies when they needed services from different agencies.

Thinking about how to provide citizens with more convenient services, the TCCG launched OSAP in February 2012 to integrate 15 online application services into one single platform to save time and labor for citizens with one-stop service. In addition, to maximize the efficiency of OSAP, the TCCG Information Center has aggressively collected public opinions on OSAP for the reference of OSAP Phase II—Expansion.

After careful analysis and detailed analysis, and referring to past user experiences, the Information Center decided to make the user interface friendlier in Phase II. In addition, as all 15 services in Phase I were programmed by developers before integrating the relevant agency websites with the platform and the integration was long, the Information Center decided to design an easy-to-use package to shorten the launch time of agency services.

According to Huang, “In the past, after receiving a service request from an agency, the Information Center assessed the service before hiring developers to develop the service. The whole process took about one month. Besides a long waiting time, we could not fulfill the real-time demand of citizens. Therefore, we decided to solve this problem at the same time during system expansion.”

After contracting Phase II through opening tendering in accordance with the Government Procurement Act (GPA), Concord Information Management won the contract. After six months of discussions and continuous improvement, OSAP II finally went live on 15 October 2013.

More Functions, Easier to Use, Clearer Features from OSAP II

Compared with OSAP I, OSAP II emphasizes simplicity and clarity. Revolutionizing the interface design framework of conventional government service application websites, OSAP II uses more vivid interface and provides guided service for help citizens apply or search for services. OSAP II also gathers commonly used functions and descriptions in the home page for first-time users to easily find what they want. OSAP II has a personal area with service for synchronizing membership data in the TCCG official website. This way, users will not need to input membership data again and again.

Now, OSAP II provides up to 2856 forms for download, 346 current system links, and 286 online application services! Also, the online rental service of 8 venues is added to maximize public asset uses. Unlike other services, venue rental is presented in a calendar form with venue feature searches for citizens to quickly find out the matched venues. According to TCCG Application Service Section Chief Liu, Pi Hui, citizens are very interested in the venue rental service, and this service has benefited both the public and the city government.

“The Information Management Center has spent a lot of time on the layout design, and CIM has given us many suggestions.” According to Huang, “It is noteworthy that with the help of the modular tools, agencies of different levels can conveniently launch the desired service. Also, from request through IT review to going live, it takes probably one day, which is much simpler than it was before.”

Three Ways to Extend Depth and Breadth

From February 2012 to the end of October 2013, OSAP processed 1,021,074 applications, most of them were applications for Household Certificate Transcripts and Senior and Disabled Citizen Cards. This suggests that OSAP has brought real benefits to citizens. Therefore, the TCCG will extend the depth and breadth of OSAP in three ways: integrate the online services of all TCCG agencies; simplify application process; and build true one-stop service.

According to Huang, “If an agency service is rather simple, the Information Center will advise the agency to integrate that service with OSAP. If the agency service is complete and citizens are accustomed to it, the Information Management Center will expand the scope of that service link up with that service with the API.” Then, considering the popularization of mobile devices, service availability for foreign people, OSAP will increase the content of its mobile version and provide a multilingual version, and the online payment service will be added. Lastly, advanced personalized service will be introduced. Besides keeping an online service record, OSAP will voluntarily notify the user to apply for extension or renewal.

According to the TCCG's intelligent city planning, information technology will be applied to develop the friendliest service for citizens to enjoy more intelligent and friendly services.