【摘要】：隨著信息時(shí)代的迅猛發(fā)展,電子政務(wù)逐漸成為國(guó)內(nèi)外公共服務(wù)發(fā)展的取向。以互聯(lián)網(wǎng)為平臺(tái)、以先進(jìn)的信息技術(shù)為手段,向公眾提供互動(dòng)性強(qiáng)、便捷、高效公開(kāi)、透明的在線服務(wù),是目前電子政務(wù)的發(fā)展趨勢(shì)。 縣域政府直接面對(duì)基層,是我國(guó)政府中宏觀與微觀的結(jié)合部。同時(shí)擔(dān)負(fù)著組織和領(lǐng)導(dǎo)轄區(qū)內(nèi)社會(huì)經(jīng)濟(jì)事業(yè)發(fā)展的重任,有責(zé)任為整個(gè)轄區(qū)人民提供優(yōu)質(zhì)的公共服務(wù)。隨著社會(huì)的不斷進(jìn)步和發(fā)展,公眾對(duì)縣域政府的公共服務(wù)能力提出了更高的要求。 本文結(jié)合企業(yè)資源管理理論與客戶關(guān)系管理理論,對(duì)縣域政府進(jìn)行內(nèi)部和外部的改造。讓其成為反應(yīng)更快、效率更高、更透明和開(kāi)放的政府,提升政府電子政務(wù)公共服務(wù)能力。 本文由緒論、相關(guān)概念及理論闡釋、現(xiàn)狀分析、國(guó)外成功經(jīng)驗(yàn)分析、模式創(chuàng)新對(duì)策、結(jié)語(yǔ)六個(gè)部分組成。 第一部分介紹了本文的研究背景及意義、國(guó)內(nèi)外相關(guān)研究現(xiàn)狀、研究方法、研究的主要內(nèi)容、研究框架與創(chuàng)新之處。 第二部分介紹企業(yè)資源管理、客戶關(guān)系管理與縣域政府電子政務(wù)的概念與理論闡述。然后基于兩種理論對(duì)縣域公共服務(wù)模式創(chuàng)新做出價(jià)值分析。 第三部分從內(nèi)部和外部?jī)蓚�(gè)方面,對(duì)目前縣域政府公共服務(wù)的供求現(xiàn)狀進(jìn)行分析,找出縣域政府公共服務(wù)供求方面的不足之處。 第四部分介紹了國(guó)外政府引入企業(yè)資源管理與客戶關(guān)系管理對(duì)政府公共服務(wù)的改進(jìn)和創(chuàng)新。通過(guò)分析國(guó)外政府公共服務(wù)改革的實(shí)際案例,找出我國(guó)縣域政府公共服務(wù)的切入點(diǎn)和建設(shè)之路。 第五個(gè)部分介紹了本文的創(chuàng)新設(shè)計(jì),利用企業(yè)資源管理和客戶關(guān)系管理理論對(duì)縣域政府的內(nèi)部、外部?jī)蓚�(gè)方面進(jìn)行改革；從而改進(jìn)我國(guó)縣域政府公共服務(wù)的供給模式。 最后,在結(jié)語(yǔ)部分筆者對(duì)全文的研究進(jìn)行了總結(jié),并對(duì)縣域電子政務(wù)公共服務(wù)做出了展望。
[Abstract]:With the rapid development of the information age, e-government has gradually become the orientation of the development of public services at home and abroad. Taking the Internet as the platform and the advanced information technology as the means, providing interactive, convenient, efficient, open and transparent online services to the public is the development trend of e-government at present. The county government directly faces the grass-roots level, which is the combination of macro-and micro-level in the government of our country. At the same time, it has the responsibility to organize and lead the development of social and economic undertakings, and to provide quality public services for the whole people. With the continuous progress and development of society, the public put forward higher demands on the public service ability of county government. This paper combines enterprise resource management theory with customer relationship management theory to reform county government internally and externally. Make it a more responsive, efficient, transparent and open government, and enhance the capacity of government e-government public services. This paper consists of six parts: introduction, related concepts and theoretical explanations, current situation analysis, foreign successful experience analysis, mode innovation countermeasures, and conclusion. The first part introduces the research background and significance of this paper, domestic and foreign related research status, research methods, the main content of the study, research framework and innovation. The second part introduces the concept and theory of enterprise resource management, customer relationship management and county government e-government. Then based on two kinds of theory to make the value analysis to the county area public service pattern innovation. The third part analyzes the supply and demand of the county government public service from the internal and external aspects, and finds out the deficiency of the county government public service supply and demand. The fourth part introduces the improvement and innovation of government public service by introducing enterprise resource management and customer relationship management. By analyzing the actual cases of foreign government public service reform, this paper finds out the cut-in point and construction way of our country's county government public service. The fifth part introduces the innovative design of this paper, using the theory of enterprise resource management and customer relationship management to reform the internal and external aspects of the county government, so as to improve the supply mode of the public service of the county government in our country. Finally, in the conclusion part, the author summarizes the research of the full text, and makes the prospect to the county e-government public service.
【學(xué)位授予單位】：華中師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：D63

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