省级政府网上政务服务能力差异的影响因素研究

Research on the Influencing Factors of the Difference of Online Government Service Ability of Provincial Governments

为深化“放管服改革”和优化政府服务,全国加快建设一体化政务服务平台,但不同政府网上政务服务能力长期存在差异,探究差异成因有助于区域间政府网上政务服务能力均衡发展。文章关注网上政务服务背后蕴含的公共价值以及服务过程中的供需主体,基于战略三角模型构建“需求-供给-环境”框架,采用多案例定性比较分析方法,探究我国省级政府网上政务服务能力差异的影响因素。研究发现:政府网上政务服务能力受公民需求、政府供给和外部环境多元因素共同影响,其中,公民需求是重要驱动因素;政府实现较高的网上政务服务能力主要包括“能力主导型”“环境助力型”和“综合平衡型”三种条件组合。研究结论为各地政府政务服务坚持公民需求导向,因地制宜提升本地网上政务服务能力提供了有益思路和启示。

In order to deepen the“reform of government functions reform”and optimize government services,the country has accelerated the construction of an integrated government service platform,but there are long-term differences in the online government service capabilities of different governments.Exploring the causes of differences will help the balanced development of inter-regional government online government service capabilities.This paper focuses on the public value behind the online government service and the supply and demand subjects in the service process,builds a“demand-supplyenvironment”framework based on the strategic triangle model,and adopts the qualitative comparative analysis method of multiple cases to explore the influential factors of the differences in the online government service capabilities of provincial governments in China.The results show that the government's online government service ability is affected by multiple factors such as citizen demand,government supply and external environment,among which citizen demand is an important driving factor.The government's ability to achieve higher online government services mainly includes the combination of“capacity-oriented”,“environment-assisted”and“comprehensive balance”.The research conclusions provide useful ideas and inspiration for local governments to adhere to citizen demand-oriented government services and improve local online government service capabilities according to local conditions.