以用户为中心:政务服务“一网通办”改革的四维要素分析——以上海市为例

User-Centered:Four-Dimensional Element Analysis of the Reform of Government Service“Online-Offline”——Take Shanghai as an Example

政务服务“一网通办”改革是技术赋能大变革时期服务型政府主攻的方向,过于以政府为中心偏重效率而使政务服务对用户的需求感知脱敏,走向以用户为中心有助于政务服务精准到位、构建人民满意的政府。基于价值引领、制度革新、技术适配和环境优化的四个维度构建分析框架,从价值目标的效率指向性、政府惯用的行政偏好属性、技术赋能的工具理性、社会环境的制约条件挖掘根源,从价值上回归人民至上性、制度上处理好行政属性和社会属性的关系、技术上注重向弱势群体倾斜确保适配性、社会环境上注重民众参与的质与量,优化以用户为中心的政务服务改革。

The reform of“government online-offline Shanghai”is the main direction of service-oriented government efforts in the period of technological empowerment.However,government services tend to be too government-centered and pay more attention to efficiency,which desensitizes government services to users’needs.Only user-centered can help government services to be accurate and in place and build a government with people's satisfaction.Relieving the solution to optimize the government affairs service reform,based on the value guidance,institutional innovation,technology cooperation and environmental optimization of four dimensions to analysis framework.From the efficiency orientation of value goal,the government's usual administrative preference attributes,the instrumental rationality of technology empowerment,and the constraints of social environment.Discusses how to return from the value of people orientation,system on how to handle the relationship between the administrative attribute and social attribute,technology attention to vulnerable groups on the tilt how to ensure the suitability and social environment on how to pay more attention to the quantity and quality of the people to participate in,on the basis of these points to optimize user-centered e-government service reform.