政务服务改革的价值取向:演进、型塑及实现路径

The Value Orientation of Government Service Reform:Evolution,Model and Realization Path

政务服务改革是我国政府数字化转型、优化政务服务供给的特色方案,明确其价值取向是引领和优化推进改革绕不开的重要议题。基于政务服务改革的价值取向演进过程分析发现,在(线下)创建政务服务中心、(线上)打造网上虚拟政府、(线下+线上)政务服务平台一体化过程中,政务服务改革着力改变传统政务(注重政府内部行政原则、过程与程序管理),逐步析出、整合面向全体公民的政务服务,使政务服务供给从围绕政府权力“转”变为围绕公民需求“转”,从而促成其价值取向从以政府为中心向以公民为中心转变。以公民为中心的价值取向引领和促进政府在数字化转型中持续创设以公民需求为导向的政务服务场景,提升“用户体验”、共创公共价值、促进公民发展。据此,政务服务改革应致力于协同内外驱动、促进共同生产、优化供给载体、完善服务标准和绩效评测体系,为公民供给更高效率和质量的政务服务。

The government service reform is a characteristic plan for digital transformation and optimizing the supply of government services by the Chinese government.Clarifying the value orientation is an important issue that cannot be avoided to lead and optimize the reform.Based on the analysis of the evolution process of value orientation of government service reform,it is found that in the process of creating government service center(offline),building online virtual government(online),and integrating government service platform(offline+online),government service reform focuses on changing the traditional administration that focuses on internal administration principles,process and procedure management.At the same time,the government service reform separating and integrating government services for all citizens,the supply of government services"shift"from centering on government power to centering on citizen demand,thus facilitating the change of its value orientation from government-centered to citizen-centered.The citizen-centered value orientation guides and promotes the government to continuously create a citizen-demand-oriented government service scene in the digital transformation,improve"user experience",create public value and promote citizen development.Therefore,in order to provide citizens with higher efficiency and quality government services,government service reform should be committed to cooperating with internal and external driving,promoting common production,optimizing supply carriers,and improving service standards and performance evaluation systems.