高風險處遇計畫為防止家庭因社會經濟變遷所造成的突發事件，導致家庭無法因應，所產生的預防性方案，提倡以預防的角度介入家庭的服務模式，而本文的研究目的在於驗證高風險處遇計畫在現行服務貼近家庭需要的程度，評估方案之過程績效與品質績效，最後在於提供政策性的參考、相關方案的執行及研究基礎。 本研究之對象以目前於雲林縣從事高風險處遇計畫的五位直接服務人員為訪談對象進行深度訪談，並使用雲林縣政府提供之資料進行資料檔案及資料整理，依據PZB模型去分析本方案在雲林縣實施的現況及服務的品質，運用五個缺口及構面做檢討，並從直接服務人員的角度，了解縣府管理者、單位管理者、直接服務人員、個案間對服務期望及服務認知上的差距。 研究結果發現，認知缺口部分不成立，在規格缺口的部分「有形性」存在，服務據點設置方便性、服務人員儀容整潔兩個部分較為缺乏。在傳送缺口的部分「回應性」存在，個案所接受服務總時間的長短及個案從通報進來到接受服務的時間長短部分，各單位差異性較大，且有反應內政部及縣政府的相關規定難以遵守，在「確實性」部分，與個案保持專業關係部分，有受訪者表示很有疑慮，「可靠性」部分發現在服務流程的限制部分，服務人員有許多的問題和建議，可見雖有訂定明確的服務流程，但其流程可能需再做檢討，以符合服務人員實際執行的現況，故傳送缺口的「回應性」、「確實性」、「可靠性」存在。溝通缺口的「回應性」部分則在詳細告知個案處遇流程部分較缺乏，「可靠性」部分，在服務傳遞的限制部分有工作人員有說到經費的不足會影響服務的提供，故溝通缺口確實存在，並反應在「回應性」、「可靠性」上。在顧客缺口的「確實性」、「可靠性」、「關懷性」、「回應性」部分皆不成立，故顧客缺口不存在。 本研究最後並依據實證發現提出對縣市政府施政方向、服務單位及服務人員及後續研究者之建議，希望在高風險處遇計畫的服務品質實施上有更進一步的審思，也期待在家庭服務及預防性的工作可以更加被重視及推展。 The ＂High-Risk Family Service Project＂ was a preventive program responded to social economic abrupt change that likely resulted in families unable to adjust to the environment. It encouraged a preventive perspective in family service mode. The study aimed at both examining the distance between the real service delivery and household actual needs and evaluating the project's process performance and quality performance. Reference for the government, other relevant programs and academic studies were also provided in the study at last. The subjects were five service providers directly involving in the project in Yunlin County. In-depth interviews were conducted, and information provided by Yunlin County were also compiled. By applying PZB model with five Gaps and five dimensions, the study analyzed the project practice and service quality in Yunlin County. Moreover, it was to understand the expectations and perceptions of service from Yunlin governors, bureau managers and frontline service providers. The findings showed no significance in Consumer Expectation-ManagementPerception Gap but significance in tangibles in Management Perception-Service Quality Specification Gap. That is, an insufficiency existed in physical facilities and appearance of personnel. Furthermore, significance revealed in responsiveness in Service Quality Specification –Service Delivery Gap with a difference in the amount of time it takes and the attentiveness that is offered. A negative feedback conveyed a difficulty to follow related regulations by the Ministry of the Interior and County governments. In assurance quality dimension, some interviewees were skeptical about the professional courtesy. In reliability quality dimension, service providers brought up many questions and suggestions about service process despite an explicit service process. In short, responsiveness, assurance and reliability dimensions existed in Service Quality Specification –Service Delivery Gap. Service Delivery-External Communications Gap also showed significance where responsiveness dimension indicated the insufficiency of deliberating process, and service were indeed influenced by the budget in reliability dimension. No significance showed in Expected Service-Perceived Service Gap. The study proposed suggestions based on the findings to the government, service units and service providers in the hope of improving ＂High-Risk Family Service Project＂ service quality and of paying more attention to household service and preventive work.
