面對政府八年興辦20萬戶之政策推動，政府在需兼顧管理居住環境品質與出租平價親民之間難以避免的面臨財務經營之挑戰。其中物業管理之費用以人事成本為大，本文透過對物管行政事務之內容與作業模式進行調查，希望從中了解費時之因素與可能提升效率之方法。本論文研究目的有三：一、進行社會住宅之各類行政事務工作內容、發生頻率與耗時之調查與分析。 二、探討社會住宅行政事務之作業流程與效率，並提出可能的改善方式。三、進行美國出租公寓個案研究(同社宅為只租不售)，比較其與我國社宅物業管理模式之異同，並介紹其透過物管資訊系統營運案場之模式。

本研究調查發現社會住宅Ａ與社會住宅B發生頻率最高之共同行政項目為「報修」與「配合行政機關事項」。社會住宅B每月行政人員最耗時之項目前五名為：1.報修、2.信件／物品收發及通知、3.配合機關之行政作業、4.其他-物管內部行政與 5.辦理社區敦親睦鄰活動。針對社會住宅B最耗時之前三項行政項目之流程改善建議為：1.「報修流程」之社宅雲介面建議參考醫院掛號平台，讓住戶與機電人員直接進行報修預約，避免行政人員於中間傳訊之時間。2.「信件收發流程」建議由手動輸入改為掃碼登錄包裹資訊於社宅雲內，避免行政人員重複輸入既有住戶資訊。3.「配合機關行政作業流程」建議社宅雲應內建報修率之運算功能，避免讓行政人員另外人工運算。
研究成果發現社宅B行政作業流程當前半紙本半數位化為耗時主因。由臺北市開發之物管資訊系統(臺北市社會住宅管理服務雲，簡稱：社宅雲)介面設計並未考量到現場人員之使用方法與需求，且缺乏統整運算數據的功能(如產出報修率)，導致現場人員需另外仰賴紙本輔助方能完成作業。社宅可以透過物管資訊系統提升行政流程效率。但軟體之介面設計、各方單位之使用權限與軟體之整合功能必須有所改善，否則將淪為半紙本半數位化之窘境。探討科技對於物管領域的應用以減少重複性的人員勞動並非忽視當前行政人員的貢獻，而是促使未來研究有契機思考：聘用人員於現場工作的「真正價值」所在。

Facility Management in governmental housing in Taiwan is often considered inefficient, labor-intensive, and cost-inefficient. The purpose of this paper is to discuss the current administrative process of facility management in governmental housing with the implementation of CAFM: a software to reduce labor-intensive work, which ideally shall elevate the efficiency of management, but also bring better financial profit to the project.
To begin our journey, we start with a simple question: What are the administrators in Facility management doing every day? To answer this question, we must first understand the nature of this job. It was not until then that we realized that we have very little understanding of what it means to be an administrator besides their overlapping similarities with a concierge. This study is dedicated to lowering unnecessary administrative labor costs in facility management for governmental housing in Taipei. By monitoring each personnel and how much time each spends on different deliverables, we will be able to identify the task most time-consuming. Hence, explore a CAFM solution in reducing labor in the process.
There are three major provinces in this study. The first covers quantitative research through a literature review and analysis of the daily journals of the facility administrators. The second section of the paper displays a qualitative study of the administrative processes, through collecting first-hand data in a field inspection at a public housing in Taipei for one month. The third area of the paper introduces a case study from the United States (Atlanta, Georgia) where the project is monitored and managed through a computer-aided facility management system called Entrata.
The study reveals that we do not need “another” software, we need the “right” software. The right software is convenient to its user; convenient means the least amount of task is taken in order to achieve the desired result. It is important for us to recognize that though technology can reduce repetitive manual work, it is not eliminating people’s value. Instead, it is now requiring a more prominent skill of mastering and managing the software which creates other possibilities or job positions that never existed before.

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