数字政府服务质量与服务效率评价指标研究

Research on Evaluation Indexes of Digital Government Service Quality and Service Efficiency

本文以知网文献为数据来源,通过交叉检索的方式筛选出有关数字政府服务质量与服务效率的文献,通过UCINET软件对提取出的指标做可视化处理和中心性分析。研究发现数据共享程度、业务系统互通与业务统筹协调、数字政府标准化、政府业务流程再造、政务基础信息设施的建设、数字政府的安全性、多元化参与程度、在线服务融合、数字政府建设体制和资源利用率是我国数字政府服务质量与服务效率相关研究中被集中使用的前十位评价指标,但目前关于数字政府服务质量与服务效率研究整体的不足以及未能构建科学全面的评价指标体系仍然是制约着数字政府相关理论发展与实践应用的重要问题。

This article uses CNKI as the data source to screen out the literature on digital government service quality and service efficiency through cross-searching,and visualize and centralize the extracted indicators through UCINET software.The study finds that the degree of data sharing,business system interoperability and business coordination,digital government standardization,government business process reengineering,government infrastructure construction,digital government security,diversified participation,online service integration,digital government construction system and Resource utilization are the top ten evaluation indexes used intensively in the research on digital government service quality and service efficiency in China.However,the current overall lack of research on digital government service quality and service efficiency and the failure to construct a scientific and comprehensive evaluation index system are still an important issue that restricts the development and practical application of digital government related theories.