城市基层公共服务数字化供给的内在张力与调适路径——基于场景视角的讨论

Inner Tension and Adaptation Path in the Digital Supply of Urban Grassroots Public Service:From the Perspective of Context

城市基层公共服务供给正在进入数字时代。在数字时代,场景是理解城市基层公共服务供给的重要视角。基于服务过程的城市基层公共服务数字化供给包括需求识别、资源配置、运行使用和功能调适四类场景。四类场景与城市基层公共服务供给的内容标准化、主体部门化、责任属地化以及评价指标化存在张力,以张力调适为核心的场景治理能力构成了政府数字能力的重要维度。现实中,围绕城市基层公共服务数字化供给内在张力的调适存在多重偏差。要实现人与技术有机融合的服务供给,需要处理好问题发现与价值引领、流程再造与制度创新、统一推进与因地制宜、秩序维护与活力塑造四对关系。

Urban grassroots public service supply is entering the digital era.In the digital era,context is an im-portant perspective for understanding urban grassroots public service supply.The digital supply includes four scenar-ios such as demand identification,technological innovation,interface operation and function adjustment,which are in conflict with the content standardization,subject departmentalization,responsibility localization and evaluation indexing.The context governance capability centered on tension adjustment will become an important dimension of urban government's digital capability.In reality,the tension in demand identification,process innovation,opera-tional flexibility,and social participation in the digital supply faces imbalance risks.In order to realize the organic in-tegration of human and technology in the construction of application scenarios,it is necessary to handle four pairs of relationships,including problem discovery and value guidance,process reengineering and institutional innovation,unified promotion and adaptation to local conditions,order maintenance and vitality building.