“互联网+政务服务”发展的测度与提升路径研究

Research on the Measurement and Improving Path of “Internet Plus government services”——An Empirical Analysis of 16 Provincial Integration Platforms in China

"互联网+政务服务"是有效推进国家治理体系现代化和政府应对网络时代的必然选择,为电子政务带来了新的机遇与挑战。从服务内容、服务办理、咨询服务和服务资源等方面出发构建"互联网+政务服务"发展的测度体系。基于模拟用户体验和网上数据采集的方式,对我国16个省级一体化平台进行实证分析。研究发现,"互联网+政务服务"还存在服务内容区域差异显著,在线申报提供率分化严重,咨询答复及时性较差,服务资源可见性不足等现实困境。基于此,为切实推进"互联网+政务服务"发展,亟待基于用户需求从服务内容实用性、服务办理便捷性、咨询服务有效性、服务资源可见性等方面探寻突破口。

The development of＂Internet Plus government services＂ is an important way to effectively advance the modernization of national governance and face the Internet era for government. Furthermore, ＂Internet Plus government services＂ is a complex measurement system, which includes some basic elements, such as the practicality of service content, the convenience of service handling, the validity of consulting service and the visibility of service resources. Based on the way of simulated user experience and online data collection, the quantitative research is carried out against 16 provincial integrated platforms of China. According to the study, there were still some problems existing in the construction of ＂Internet Plus government services＂, such as the significant regional differences of service resources, the serious differentiation of delivery rate of online reporting, the poor timeliness of consultation reply and the insufficient visibility of service resources. Therefore, in order to implement the development of＂Internet Plus government services＂, we should explore the effective measures.