中国政府网站服务体系重构研究

发布时间：2018-03-25 11:41

本文选题：政府网站　切入点：公共服务　出处：《武汉大学》2015年博士论文

【摘要】：政府网站是电子政务建设的一个重要组成部分,也是各级政府向社会公众提供公共服务的窗口。从1999年中国政府上网年,到现在16年时间,中国政府网站从无到有、从小到大,取得了较大成就,而这一发展过程与政府改革有重要关系。与我国的行政改革的需求相似,我国政府网站还需进行改革与完善。然而,在此背景下,我国政府网站发展也呈现一些问题,即政府网站公共服务定位模糊以及政府网站公共服务公民接受度和满意度偏低。究其原因在于：第一,缺乏以公共服务为主旨的政府网站顶层设计。尽管有大量针对电子政务设计的指导框架,但这些研究的对象多为普适意义的框架(如电子政务互操作框架、电子政务顶层设计)或特定理论下的架构(如基于信息构建理论从组织系统、导航系统、标识系统、搜索系统探讨政府网站构建),但它们并没有针对政府网站公共服务提出的整体规则,导致政府缺乏一套针对政府网站提供公共服务的框架,因而各个政府在进行网站公共服务定位时无据可循。第二,缺乏对用户服务需求的了解。当前的大数据环境下,政府很难了解广大网民的真实服务需求,往往基于自身业务来提供政府网站服务,从而导致“提供的服务不需要,需要的服务找不到”的局面。因此,如何重构政府网站服务体系,更好地满足用户不断增长的服务需求,成为政府需要认真研究并积极推进的一项重要工作。本文以“中国政府网站服务体系重构研究”为研究主题,以政府职能理论、客户关系管理理论、新公共服务理论为基础,运用文献调研、案例分析、比较分析、专家访谈、思辨与实证相结合的方法,提出了政府网站服务体系重构框架,分别从政府网站服务需求分析改进、政府网站服务内容重组、政府网站服务主体变革、政府网站服务渠道拓宽四个方面对政府网站服务体系重构框架进行展开阐述。本学位论文的形成前后共历时一年半时间。本文的创新点包括：(1)构建了我国政府网站服务体系重构框架,并在此基础上提出优化建议；(2)论证了政府网站服务内容的要素,并提出政府网站服务内容重组路径；(3)提出了政府网站服务主体变革策略。本文共分为八个部分,主要内容如下：引言。本部分阐述我国政府网站发展对服务体系重构的迫切需求以及与这种需求相冲突的服务体系重构框架的缺失,提出我国政府网站服务体系重构并阐述该研究的理论意义和现实意义,随后提出本文的研究框架和内容,并对研究方法、研究难点以及可能的创新点进行阐述。第一章为基本概念与理论基础。本章探讨了本研究所涉及的基本概念,从理论层面探讨政府网站服务体系,并在此基础上以政府职能理论、客户关系管理理论、新公共服务理论为基础,将这些理论分析与政府网站服务体系重构相结合,分析其对政府网站服务体系重构的作用。第二章为我国政府网站服务体系的现状研究。中国政府网站服务体系重构根植于中国特定的国情下,因而本章对当前我国政府网站服务体系进行现状调研,针对调研出的问题提出了包括服务需求、服务内容、服务主体、服务渠道四个方面的政府网站服务体系重构框架。第三章为政府网站服务需求分析方式改进。政府网站服务强调根据服务对象需求来提供相应服务,那么就必须对政府网站服务需求进行分析。本章研究政府网站服务对象识别,比较了政府网站服务需求分析方式,并列举了国内外在政府网站代码加载分析方面的应用案例。第四章为政府网站服务内容重组。在变革服务需求分析方式以后,如何根据服务需求来提供服务内容就成为关键,因而政府网站需要相应的服务内容进行支撑。本章提出政府网站服务内容的组成要素,并从政府网站服务业务界定、现有政府网站服务业务梳理、面向用户的政府网站服务内容优化三个方面提出重组路径。最后,本章还提出了重构政府网站服务内容的实现保障,以保证重组后的政府网站服务内容能得到秩序化供给。第五章为政府网站服务主体变革。公共服务的实质是服务主体满足服务对象需求的活动,但我国政府网站服务体制暴露出诸如各地不一、“碎片化”等不足,不再适应服务型政府的新要求。本章研究政府网站服务主体构成,分析单一型政府网站服务主体与混合型政府网站服务主体的优缺点,从完善政府自身和延伸政府网站服务主体两个方面来探讨变革策略,并提出政府网站服务主体变革的保障机制。第六章为政府网站服务渠道拓宽。在进行服务对象需求、服务内容重组以及服务主体变革以后,则涉及如何将政府网站服务提供给服务对象,即服务渠道的问题。本章分析了政府网站服务渠道构成、拓宽政府网站服务渠道的影响因素,并提出政府网站服务渠道拓宽的举措。第七章为总结与展望。本章对整个论文的内容进行总结,提出了研究中的创新点及存在的不足,并对未来的研究进行展望。
[Abstract]:The government website is an important part of the construction of e-government, but also at all levels of government to provide public services to the public window. From 1999 Chinese government Internet year, up to now 16 years, China government website from scratch, from small to large, has made great achievements, but there is an important relationship between the development and reform of the government and I. China's administrative reform needs similar to the Chinese government website also needs to be reformed and perfected. However, under this background, the development of China's government website also has some problems, namely the government website public service and public service of government website positioning fuzzy citizens receive low degree and satisfaction. The reason is: first, the lack of government website the purpose of the top-level design of the public service. Although there are plenty of guidance for the design of the framework of e-government, but these studies are mostly the framework of universal significance (e.g. E-government interoperability framework, e-government top-level design) or specific theory framework (such as information theory from the organization system, navigation system, based on the identification system, search system of government website construction), but they are not the overall rules for government website public service provided by the government, resulting in a lack of public service according to the government website framework, and each government in the public service orientation have no way to follow. Second, the lack of user service needs understanding. Big data under the current environment, it is difficult for the government to understand the real needs of the majority of Internet users, often to provide government web service based on their business, resulting in a "service no need, need service can not find the situation. Therefore, how to reconstruct the service system of government websites, to better meet the growing user demand for services, become The government needs an important work to study seriously and actively promote. Based on the "research" reconstruction of web service system Chinese government as the research subject, with the theory of government functions, customer relationship management theory, new public service theory, using literature research, case analysis, comparative analysis, expert interviews, combined with empirical thinking method the proposed government reconstructed web service framework, respectively from the web service demand analysis and improvement of government, government website service content reorganization, the government website service subject changes, the government website service channels to broaden the four aspects of service system reconstruction framework on government websites are discussed. After the formation of this thesis lasted a year and a half. The innovation of this paper includes: (1) construction of the reconstruction of China's government website service system framework, and puts forward the optimization suggestions; (2) the political argument The elements of the government website service contents, and put forward the content of the website service reorganization path; (3) proposed the government website service main body change strategies. This paper is divided into eight parts, the main contents are as follows: introduction. This part expounds the urgent demand of the service system reconstruction of the development of China's government website and the lack of conflict with this demand the service system framework, put forward the reconstruction of China's government website service system and expounds the significance of the research and the practical significance, then put forward the research content and framework, and research methods, research difficulties to elaborate and possible innovations. The first chapter introduces the basic concepts and theoretical basis. This chapter discusses the basic concepts involved in this study, to explore the government website service system from the aspect of theory, and on the basis of the theory of government functions, customer relationship management theory, new public service theory Based on these theoretical analysis and government website service system reconstruction combined with the analysis of the government website service system reconstruction. The second chapter is the study of the status quo of government website service system in our country. The reconstruction of service system of government websites China China rooted in specific national conditions, this chapter on the current government website service system in the present situation of the research, the research questions are put forward including service needs, service content, service principal, service system of government website reconstruction framework four aspects of service channel. The third chapter is the government website service demand analysis way to improve government website service. The service to provide service according to the requirements of object, it must be on the government website service demand analysis. This chapter studies the government website service object recognition, comparison of web service demand analysis of government, citing the Domestic and foreign government website code loading application case analysis aspects. Chapter fourth is the government website service content reorganization. After changes in service demand analysis, according to the service needs to provide services has become the key, so government websites need to support the corresponding service capacity. This chapter presents the elements of government website service content. From the definition of government websites and services, the existing government website service review, user oriented government website service content optimization proposed reorganization path three aspects. Finally, this chapter also proposed the implementation of security reconstruction of government website service content, to ensure that the government website service content after the reorganization can get the order of the fifth chapter supply. The government website service subject change. The essence of public service is the main service to meet the demand of the service object, but the Chinese government Web Service The system exposes such as different parts, "fragmentation", no longer adapt to the new requirements of the service-oriented government. This chapter studies the government website service body, analysis the advantages and disadvantages of single government website service subject and mixed government website service subject, to explore the transformation strategy from the improvement of the government itself and extension of government website service the main two aspects, and puts forward the safeguard mechanism of government website service subject change. The sixth chapter is the government website service to widen the channel. In the service object, service content and service subject reorganization after the change, how will the government is involved in Web services provided to the service object, namely the problem of service channel. This chapter analyzes the government website the service channel, broaden the influence factors of government website service channel, and put forward the government website service channels to broaden the initiative. The seventh chapter is the summary and Prospect of this. The chapter summarizes the content of the whole paper, puts forward the innovation points and shortcomings in the research, and looks forward to the future research.

【学位授予单位】：武汉大学
【学位级别】：博士
【学位授予年份】：2015
【分类号】：D63

【相似文献】