智慧政务服务的过程性整合分析

Analysis of the Process Integration in Smart Government Services

自推进放管服改革以来,政府部门采取“重组”策略进行智慧政务服务的业务再造,其本质是科层制度占据主导的技术辅助与内部协同,显露出政务服务的服务需求侧低弱位、数字技术工具化、持续互动效果不明显,眼光“向上看”的管理者服务逻辑等短视化弊端,忽视了人的服务需求,亦导致政务服务改革缺乏强有力的全局统筹性,处于分散化状态。过程整体性思维导向下的政务服务智慧化改革,突破了“业务驱动”的服务范式,具有凸显公共价值理念、治理面向多维性、服务过程灵活性等特征,体现了对数字政府转型中的积极变革与数字治理思维升级,在复杂治理情境中更为契合“以人民为中心”的服务型政府发展导向。因此,在未来的政务服务深化改革中需要注重过程整体性,基于人的需求进行服务设计,发挥整体智治,构建灵活性组织,深化智慧型政务服务改革,为完善数字政府治理形态提供一种可能方案。

Since the promotion of the government services reform,the business reengineering of smart government services under “restructure” strategy has been applied by the government department,the essence of which is the technical assistance and coordination among governments at all levels,and both of them are dominated by bureaucratic hierarchy.Instead,breaking out of the “business-driven”service paradigm,the reform of smart government services under the holistic process-orientation is characterized by its public value concept,multi-dimension of governance orientation and flexibility in service process,which reflects positive reform in the transformation of digital government and an upgrade in digital governance thinking.In this way,it becomes more in line with the development orientation of “people-centered” service-oriented government in the complex governance situation.