数字技术赋能政务流程再造的逻辑与路径——基于无缝隙政府理论的视角

The Logic and Path of Digital Technology Empowering Governments'Process Reengineering——From the perspective of seamless government theory

政务流程再造是政府建设与改革的重要内容,是建设服务型政府的突破口与着力点。数字技术的发展带来了科技与社会领域的深刻变革,其在政府建设中的应用逐渐成为大势所趋。无缝隙政府理论为分析我国政务流程再造的实践提供了一定的理论帮助。基于无缝隙政府理论的视角,政务流程再造包括顾客导向的观念再造、竞争导向的职能再造、结果导向的流程再造、效率导向的组织再造。数字技术赋能政务流程再造遵循数字交互性弥合思想观念缝隙、数字整合性弥合供需匹配缝隙、数字便捷性弥合业务办理缝隙、数字共享性弥合协同联动缝隙四方面逻辑。基于此,可从理念驱动、职能重塑、流程优化、平台耦合四方面提出实践路径。

Process reengineering of government service is an important content of government construction and reform,as well as the breakthrough and focus of building service-oriented government.The development of digital technology has brought profound changes in the fields of technology and society,and its application in government construction has gradually become a trend.The seamless government theory provides certain theoretical assistance for analyzing process reengineering of government service in China.From the perspective of seamless government theory,government process reengineering includes customer-oriented concept reengineering,competitionoriented function reengineering,result-oriented process reengineering and efficiency-oriented organization reengineering.Digital technology promoting process reengineering of government service follows the logic of four aspects:digital interaction bridging the gap of ideas,digital integration bridging the gap of supply and demand matching,digital convenience bridging the gap of business management,digital sharing bridging the gap of collaborative interaction.Based on this,practical paths can be proposed from four aspects:idea-driven,functional remolding,process optimization and platform coupling.