服務案件流程治理｜Case Management
從受理到結案的可追溯流程｜A traceable intake-to-closure workflow
整理公共服務案件從受理、分派與進度追蹤，到後續處理與結案的工作流程，讓每一階段都有清楚的狀態與交接。 A public-service case workflow covering intake, assignment, progress tracking, follow-up, and closure, with clear status and handoffs at each stage.
流程設計與案件治理｜Workflow design & case governance
公開摘要與已知限制見本文
問題｜Problem
服務需求若以分散方式記錄，受理狀態、負責分工、後續追蹤與處理結果不易連貫，也容易在交接時遺漏下一步。 When service requests are recorded across disconnected processes, intake status, responsibility, follow-up, and outcomes can be difficult to connect, and handoffs may lose the next action.
方法｜Approach
將流程整理為受理、分類與指派、資料彙整、追蹤或轉介、結案與回顧等階段，讓每個案件都有明確的處理狀態與後續責任。 Structure the workflow into intake, classification and assignment, evidence organization, follow-up or referral, closure, and review, giving each case a clear status and next responsibility.
系統｜System
以流程狀態串連案件生命週期，保留必要的處理紀錄與交接脈絡，讓團隊能辨識待辦、進度與已完成事項。 Use lifecycle states to connect the work, retaining the necessary handling record and handoff context so a team can distinguish pending actions, progress, and completed steps.
產出｜Outcome
形成一套可持續調整的案件追蹤與結案方法，支援日常服務工作的分工、後續提醒與流程回顧；不宣稱未經量測的效率提升。 The result is an adaptable approach to case tracking and closure that supports daily assignment, follow-up, and process review, without claiming unmeasured efficiency gains.
限制｜Limitations
本頁只呈現流程與治理設計，不公開服務對象、個案細節或可識別資訊；系統仍依實際工作需要持續調整。 This page describes the workflow and governance design only. It omits service recipients, case details, and identifying information; the system continues to evolve with operational needs.
證據與來源｜Evidence & Sources
內部證據可供查核；本頁僅呈現已整理的公開摘要。｜Internal evidence available.
證據狀態表示來源紀錄的查核狀態，不表示本站已重新驗證所有外部系統。