隨著智慧城市與數位治理的推動，無線通訊網路已成為公部門推動智慧化服務的重要基礎設施。尤其在智慧交通、災防通報、即時監控等高風險應用場域中，網路服務品質的穩定與否，直接關係到公共安全與施政效能。然而，目前我國多數公部門在採購與運作無線通訊網路服務時，缺乏系統性的服務水準協議（Service Level Agreement, SLA）管理機制，導致服務品質難以評估、廠商責任難以追究，亦無法有效保障使用者權益與政策目標達成。
本研究以直轄市部分交通局、中央機關及資訊服務機構為研究個案，探討我國公部門在導入無線通訊網SLA管理機制時，所面臨的制度瓶頸與執行挑戰。研究方法結合文獻分析、制度比較與半結構式專家訪談，從技術、法規、管理與財務四大構面進行深入分析。研究發現，目前我國直轄市交通局雖已導入多項無線通訊應用，如智慧路口管理、資訊平台與智慧號誌系統，但在 SLA 的設計與執行上仍屬初步階段。契約條款多數未明確規範服務指標（如可用率、延遲、回復時間），亦缺乏配套的違約處罰與監督機制。
技術面方面，交通局目前主要仍依賴 4G LTE 網路，對於 5G 網路與具備 QoS（Quality of Service）能力的基礎建設部署仍有限，且各系統間監控工具不一致，造成資訊孤島現象。法規層面上，現行採購法規對 SLA 的彈性與約束力不足，使得公部門在契約談判與執行過程中處於不利地位。人力與制度層面則顯示，多數單位缺乏具備通訊技術與服務管理雙重專業的專責人力，制度推動多仰賴外部顧問或業者主導，難以內部化與制度化。
為改善上述問題，研究建議政府應優先針對高風險應用場域進行 SLA 試辦計畫，並推動三項具體策略：一、建置以 Private 5G 為基礎的關鍵應用場域；二、導入 AI 驅動的 SLA 監控平台與績效評估指標；三、制定中央層級的 SLA 制度指引與專業人力培訓機制。透過上述策略，將有助於提升我國公部門對通訊服務品質的治理能力，促進智慧城市治理效能之提升，並確保公共服務的穩定與可持續發展。

This study examines the challenges and feasibility of implementing Service Level Agreements (SLAs) in the context of Taiwan’s public sector, with a particular focus on wireless communication networks. As public agencies increasingly depend on such networks to support smart governance initiatives—particularly in areas like intelligent transportation, public safety, and emergency response—the need for clearly defined service quality standards has become more urgent. However, current contractual practices often lack specific, measurable performance indicators and enforceable terms, which undermines the effectiveness of public service delivery.
Using the Transportation Bureau as a case study, the research employs a qualitative methodology that includes document analysis, comparative policy review, and semi-structured expert interviews. It explores the institutional, technical, legal, and financial barriers that limit the adoption of SLAs. The findings reveal significant shortcomings in infrastructure deployment, especially the reliance on 4G LTE networks and the limited presence of QoS-enabled or 5G-ready systems. Moreover, monitoring tools and service data are fragmented across departments, creating challenges for evaluating service performance and holding providers accountable.
Based on these insights, the study proposes a multi-faceted approach to improving SLA governance in Taiwan’s public sector. Recommendations include initiating pilot programs in high-risk service areas, investing in private 5G networks, integrating AI-powered monitoring tools, and developing centralized policy frameworks and training programs. These strategies are intended to enhance transparency, ensure service reliability, and support the long-term sustainability of Taiwan’s smart public infrastructure.

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