敏捷致智:敏捷治理引领政务服务智能化转型的内在机理研究——以济南市智慧审批实践为例

Agile to Intelligence:Research on the Internal Mechanism of Agile Governance Leading the Intelligent Transformation of Government Services--Taking the Smart Approval Practice in Jinan as an Example

智能技术的运用是政务服务转型的趋势。人工智能时代政府如何顺势而为,实现政务服务的智能化转型?既有研究认为政务服务智能化转型受技术赋能和权力配置双重驱动,并揭示了转型中的潜在风险,但尚未明确政务服务智能化转型的可行路径,亟待理论层面破题。相较于传统治理范式,敏捷治理为政务服务智能化转型构建了理论进路。基于此,本文从理念转型、治理情境、治理结构、治理流程和治理工具五个维度发展了敏捷治理框架,并以济南市智慧审批为案例,从四个方面提炼出敏捷治理引领政务服务智能化转型的内在机理。一是价值引领,即以“以人民为中心”的善治思维引领政务服务智能化转型的全过程。二是组织调试,即政府应构建具有适应性的组织结构、运用多样化技术工具主动拥抱风险。三是流程再造,即打造需求导向的、极简化和弹性化的智能化政务服务流程。四是关系重塑,即以智能技术运用为契机实现部门协作、社会协同。本文丰富了政务服务转型议题的研究视角,检验了发轫于西方的敏捷治理理论在中国实践中的适用性,并为实务改革提供参考。

The application of intelligent technology is a trend in the transformation of government services.How can the government take advantage of the trend and achieve intelligent transformation of government services in the era of artificial intelligence?Existing literature suggests that the intelligent transformation of government services is driven by both technological empowerment and power allocation,and reveals potential risks in the transformation.However,the feasible path for the intelligent transformation of government services has not yet been clarified,and there is an urgent need for theoretical breakthroughs.Compared to traditional governance paradigms,agile governance provides a theoretical approach for the intelligent transformation of government services.This paper develops the agile governance framework from five dimensions:ideology transformation,governance context,governance structure,governance process and governance tools.Taking the intelligent approval mode of Jinan as a case,it is found that the internal mechanism of agile governance leading the intelligent transformation of government services can be refined into the following four aspects.The first is value leading,which means guiding the entire process of intelligent government service transformation with a"people-centered"approach to good governance.The second is organizational debugging,which means that the government should build an adaptive organizational structure and use diversified technological tools to actively embrace risks.The third is process reengineering,which means creating demand oriented,highly simplified,and flexible intelligent government service processes.The fourth is relationship reshaping,which means using intelligent technology as an opportunity to achieve departmental and social collaboration.In addition,the intelligent transformation of government services is a process of updating governance tools.The paper enriches the research perspective in the field of government service transformation,tests the applicability of agile governance theory originating from the western countries in Chinese practice,and provides reference for practical reform.