信息技术对政府服务质量的影响研究

Studies of Information Technology Influence on Service Quality of Government

本文从介绍“服务包”的概念入手 ,以政府服务的五种特性和社会公众作为消费者评价政府服务质量的五维度为基础 ,着重探讨在信息社会里 ,信息技术对政府组织结构的冲击、对行政信息传播方式的再造及对政府决策的品质的改善 ,而这一过程势必会深刻影响政府服务特性的各个方面 ,也进一步填补政府服务质量缺口 ,同时也将增强政府服务回收的能力。通过研究信息技术对政府服务的深层次影响 ,我们可以看出信息技术能够为政府服务质量的整体提高提供最有力的技术支持。

This paper begins with introduci ng the conception of service package, focus on how information technology impacts on structure of government organization?reinvents ways of public administration information transfer and improves quality of public policy in information society,which is based on five distinctive characteristics of government service and five dimensions in which the public as consumers evaluate quality of government service, while the transformation certainly will influent on each aspect of characteristics of government service deeply?shorten gaps in quality of government service, and build up the capability of government service recovery. A conclusion can be safely drew that information technology provides the most powerful technical facility to the improvement of quality of government service through the study of information technology' deep influence on quality of government service.