政府门户网站“在线办事”绩效评估指标体系构造研究

On the Performance Appraisal Indicator System of the "Online Service" of Government Portals

政府门户网站绩效的产生源于政府、公众和门户技术等两两维度的互动。本文基于网站信息架构方法、网站可用性和用户交互体验的视角,提出了一个政府门户网站"在线办事"服务绩效产生机理分析框架,在此基础上,引入绩效维度及其绩效特征分析方法,研究构造了一个规范化的政府门户网站"在线办事"绩效评估指标体系,并给出指标绩效统一评分基准设计方法和三种评分等级规则。

Performance of government portals results from the interaction among the dimensions of government, the public and portal tech- nology. From the perspectives of information architecture method, website usability and interactive user experience, this paper proposes a mechanism analysis framework of the “online service” performances of government portals. Based on that, a standardized performance evaluation index system is constructed by introducing an analytical method of performance dimensions as well as their performance characteristics, moreover, the uniform benchmarking method of performance indicators and three sets of ranking rules are given.