江苏省地方政府微政务服务评价

Evaluation of Micro-government Service of Local Governments in Jiangsu Province

随着互联网技术应用的日益广泛,政务微博、政务微信在政府信息公开及政民互动交流中发挥着越来越重要的作用。基于政务双微的实际发展情况,从平台设计质量、信息资源质量以及服务功能质量3个方面构建地方政府微政务服务质量评价指标体系并运用因子分析法确定指标权重,以江苏省13市的政务微博和政务微信为研究对象,对地方政府微政务服务质量进行评价。结果表明,公众对于政务服务平台的信息资源质量和服务功能质量更重视,其中内容质量、个性化服务及服务的保证性是微政务平台服务质量最重要的3个要素。根据评价结果将江苏省13市的微政务平台划分成4类——双微领先型、双微偏向型、双微发展型和双微落后型,并进一步提出提升政府微政务服务质量的建议。

Government microblog and government WeChat play an increasingly important role in government information disclosure and interaction between governments and the people in the wake of widely used internet technology.Based on the actual development of government affairs on both platforms,the index system used to evaluate local micro-government service was built up from the aspects of platform design,information resources and service functions.The index weight was determined by applying factor analysis.This paper evaluated the services offered by micro-government platforms of 13 local governments in Jiangsu Province.The findings showed that the public attach more importance to the quality of information resources and service functions,among which service coverage,personalized service and corresponding guarantees are the three major factors.Based on the findings,the above platforms are categorized into four types:frontier platform,oriented platform,developing platform,and underdeveloped platform.Further suggestions were put forward to enhance the service quality of the platforms.