公文線上簽核系統（Official Document Management and Electronic Signature System），是政府機關為提升行政效率、縮短公文旅行時間、並促進節能減碳的目標所推動之整體性電子化方案，規劃實施至各中央及地方政府所屬機關、議會、代表會、學校、行政法人與公營事業機構等。政府機關的紙本公文機制行之有年，人員已習慣紙本作業方式，對於電子化操作的觀念不足，加上多數組織在導入新資訊科技時低估流程改造、變革管理等活動的配合，導致引進公文線上簽核系統時遭遇相當程度之阻力，而發生系統作業方式無法配合需求、程式頻繁更新等非預期情況，影響計畫推行成效。本研究透過Leavitt鑽石模式（Diamond Model）作為分析基礎，以個案機關導入公文線上簽核系統的個案研究方法，深入瞭解個案機關上線前面臨的問題如何影響上線後運作，並從中找出發生的因素。不僅可以更加暸解導入後的問題意涵，還可以學習如何減輕這些問題所帶來的風險。藉著暸解導入新資訊科技後的狀況，以建立未來引進新資訊科技時的因應能力。研究結果驗證，公文線上簽核系統的導入會同時引起人員、任務、組織結構的改變，且這四個構面會互相影響，須同時考量且平衡發展。所以，政府機關要能順利引進新資訊科技，須配合組織特性，在不同的階段及時調整任務、人員、科技和組織結構，以因應影響預期成效的各種風險。The Official Document Management and Electronic Signature System is a digital solution proposed by government institutions with an aim to enhance administrative efficiency, decrease document delivery time, and achieve the goal of energy saving and carbon reduction. The system is deployed in central and local government-owned institutions, senates, councils, schools, administrative institutions, and public enterprise organizations. People who have been issuing paper-based official documents for years do not have sufficient knowledge in operating the electronic system. The importance of process reengineering and change management is underestimated when the new information technology is implemented. Introducing the Official Document Management and Electronic Signature System is thus quite challenging. Unexpected problems including the fact that users’ needs are not met and the system is frequently updated have hindered the effectiveness of system implementation. Based on Leavitt’s the Diamond Model, this research adopts the case study method to analyze an institution where the Official Document Management and Electronic Signature System is implemented. How problems faced prior to the implementation of the system later influence the operation is investigated as relevant factors are identified. This research helps to understand the meaning behind the problems and to learn the way to reduce risk brought by the problems. Getting to know the situation following the introduction of the new information technology helps for preparation. The research results show that the implementation of the Official Document Management and Electronic Signature System leads to changes in People, Task, and Structure. These four interactive dimensions must be considered and developed equally. Therefore, introduction of a new information technology requires adjustment in Task, People, Technology, and Structure at different phases to accommodate any risk that may affect the expected outcomes.
