面向市民的电子政务公共服务评价：以长江三角洲为例

E-government evaluation on delivering public services to citizens:case of cities in the Yangtze River Delta

市民是电子政务服务的主要对象,如何为市民提供高效、优质、规范、透明和全方位的公共服务,是电子政务的本质和宗旨。本文选择了与民生有关的生育、婚姻、户籍、文化教育、社会保障、公用事业、医疗卫生、交通出行共8项指标,采用电子政务公共服务成熟度方法,对长江三角洲各主要城市面向市民的电子政务公共服务进行了评价。结果表明:目前长江三角洲城市电子政务已处于公共服务型阶段,但公共服务的广度和深度都有待拓展和提高。

Citizen is the primary customer of e--government. The essence and goal of e--government is to deliver efficient, high--quality, standardized, transparent and integrative public services to citizen via the Internet. Eight categories of public services to citizens delivered through the Internet have been identified in the Web sites of the 14 local municipal governments in the Yangtze River Delta. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e--services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e--government public service paradigm albeit with significant differences in public e--services level in these cities. The municipal governments and policymakers in the near future will hove to expend and improve the breadth and depth of public e--services.