地方政府一体化在线政务服务平台效能提升路径探究——以“京、沪、苏、浙”在线服务平台为例

An Exploration of the Way to Improve the Efficiency of Local Government’s Integrated Platform for Online Government Services:A Case Study of Platforms for Online Service in Beijing,Shanghai,Jiangsu,and Zhejiang

一体化在线政务服务平台是数字政府建设的重要内容。针对政务服务平台投入大、使用率不高的现象,分析影响用户使用在线政务服务平台的因素,并根据信息系统成功模型,基于用户体验角度从系统质量、信息质量和服务质量构建一体化在线政务服务平台评价指标,选取京、沪、苏、浙共60个政务服务平台为测试对象查找出了存在的问题:系统质量稳定性不够、信息质量服务模式陈旧、服务质量重形式轻实用等。分析出以下几点原因:一是平台建设由企业主导,系统测评维护不到位;二是信息整合力量薄弱,缺乏信息基础建设和精准设计;三是服务提供避重就轻,评价反馈作用机制不完善。为切实推进一体化在线政务服务平台高质量发展,需要从以下几方面入手:一是强化组织架构建设,加强系统监测和平台运维能力;二是做好“地基”建设,围绕用户需求构筑现代信息服务内容;三是重构平台绩效评估与反馈过程,提升平台服务效能。

Integrated platform for online government service is an important part of digital government con⁃struction.Against the phenomenon of the large investment and low utilization rate of integrated platforms and according to the Information System Success Model(ISSM),this article analyzes the factors influencing users’use of platforms for online government services,selects 60 platforms for government services in Beijing,Shang⁃hai,Jiangsu,and Zhejiang as test objects to find out existing problems,and constructs evaluation indices of in⁃tegrated platform for online government services from the perspective of system quality,information quality,and service quality on the basis of user experience.There are several reasons leading to problems such as the in⁃sufficient stability of system quality,the obsolete service mode of information quality,and the emphasis of ser⁃vice quality more on form than on utility:First,platform construction is led by enterprises,and system evalua⁃tion and maintenance do not fulfill;Second,the power of information integration is weak,and information in⁃frastructure and precise design are lacking;Third,service offering avoids serious problems and the mechanism of evaluative feedback is not perfect.In order to effectively promote the high-quality development of integrated platform for online government services,the following aspects are needed:First,the construction of organiza⁃tional structure should be intensified,and the system monitoring and the capability for platform operation and maintenance should be strengthened;Second,a good job in the“fundamental”construction should be done,and modern information service contents around user demand should be built;Third,the process of the evalua⁃tion and feedback of platform performance should be reconstructed and the efficiency of platform service should be improved.