从街头官僚到数字官僚:信息技术应用对一线行政效果的影响及机制

From“StreetLevel Bureaucrat”to“Digital Bureaucrat”:The Impact of Information Technology Applications on Frontline Administrative Effectiveness and Its Mechanisms

在数字化转型背景下,信息技术在街头官僚的日常行政中得到大量应用,而当前研究并未揭示信息技术作用于街头官僚行政效果的机制。论文以Z区交通警务执法记录仪为技术场景,基于警务系统数据结合问卷调查构建模型。以自由裁量权为中介变量,以行政问题类型和执法风格为调节变量,将行政效果分为效率和公民满意度,将行政问题类型分为棘手问题和驯良问题,将执法风格分为法律型、促进型和适应型。结果显示,行政效果受自由裁量权的中介影响,且效应强度受行政问题类型和执法风格的调节。在棘手问题情境下,效率与公民满意度陷入“鱼与熊掌不可兼得”的境地,自由裁量权作为遮蔽性因素,弱化了技术对效率的正向作用,且技术完全通过限制自由裁量权来对公民满意度产生削弱作用。在驯良问题情境下,技术对满意度并无显著作用,但通过部分赐能自由裁量权来提升效率。论文为数字时代下街头官僚与街头官僚机构构建了行动策略集,启发实践者要因地制宜使用技术,实现技术、问题情境和执法风格的匹配。

In the context of digital transformation,information technology(IT)is extensively applied in the daily administration of streetlevel bureaucrats.However,current research has not revealed the mechanisms by which IT affects their administrative effectiveness.To address this,we constructed a model using data from police body cameras in Area Z,combined with a questionnaire survey.The study used discretion as a mediating variable,and the types of administrative issues and enforcement styles as moderating variables.Administrative effectiveness was divided into efficiency and citizen satisfaction.Administrative issues were categorized into‘wicked’and‘tame’problems,while enforcement styles were classified as legalistic,facilitative,and adaptive.The results show that administrative effectiveness is influenced by the mediation of discretion,and the strength of this effect is moderated by the type of administrative issue and enforcement style.In‘wicked’problem scenarios,efficiency and citizen satisfaction are tradeoffs.Discretion weakens the positive impact of technology on efficiency and reduces citizen satisfaction by restricting discretion.In‘tame’problem scenarios,technology does not significantly affect satisfaction but enhances efficiency by partially enabling discretion.It provides an action strategy set for streetlevel bureaucrats and their agencies in the digital age,suggesting that practitioners should use technology appropriately to match technology,context,and enforcement style.