本文選題：政府網(wǎng)站　切入點(diǎn)：公共服務(wù)　出處：《武漢大學(xué)》2015年博士論文

【摘要】：政府網(wǎng)站是電子政務(wù)建設(shè)的一個(gè)重要組成部分,也是各級(jí)政府向社會(huì)公眾提供公共服務(wù)的窗口。從1999年中國政府上網(wǎng)年,到現(xiàn)在16年時(shí)間,中國政府網(wǎng)站從無到有、從小到大,取得了較大成就,而這一發(fā)展過程與政府改革有重要關(guān)系。與我國的行政改革的需求相似,我國政府網(wǎng)站還需進(jìn)行改革與完善。然而,在此背景下,我國政府網(wǎng)站發(fā)展也呈現(xiàn)一些問題,即政府網(wǎng)站公共服務(wù)定位模糊以及政府網(wǎng)站公共服務(wù)公民接受度和滿意度偏低。究其原因在于：第一,缺乏以公共服務(wù)為主旨的政府網(wǎng)站頂層設(shè)計(jì)。盡管有大量針對(duì)電子政務(wù)設(shè)計(jì)的指導(dǎo)框架,但這些研究的對(duì)象多為普適意義的框架(如電子政務(wù)互操作框架、電子政務(wù)頂層設(shè)計(jì))或特定理論下的架構(gòu)(如基于信息構(gòu)建理論從組織系統(tǒng)、導(dǎo)航系統(tǒng)、標(biāo)識(shí)系統(tǒng)、搜索系統(tǒng)探討政府網(wǎng)站構(gòu)建),但它們并沒有針對(duì)政府網(wǎng)站公共服務(wù)提出的整體規(guī)則,導(dǎo)致政府缺乏一套針對(duì)政府網(wǎng)站提供公共服務(wù)的框架,因而各個(gè)政府在進(jìn)行網(wǎng)站公共服務(wù)定位時(shí)無據(jù)可循。第二,缺乏對(duì)用戶服務(wù)需求的了解。當(dāng)前的大數(shù)據(jù)環(huán)境下,政府很難了解廣大網(wǎng)民的真實(shí)服務(wù)需求,往往基于自身業(yè)務(wù)來提供政府網(wǎng)站服務(wù),從而導(dǎo)致“提供的服務(wù)不需要,需要的服務(wù)找不到”的局面。因此,如何重構(gòu)政府網(wǎng)站服務(wù)體系,更好地滿足用戶不斷增長的服務(wù)需求,成為政府需要認(rèn)真研究并積極推進(jìn)的一項(xiàng)重要工作。本文以“中國政府網(wǎng)站服務(wù)體系重構(gòu)研究”為研究主題,以政府職能理論、客戶關(guān)系管理理論、新公共服務(wù)理論為基礎(chǔ),運(yùn)用文獻(xiàn)調(diào)研、案例分析、比較分析、專家訪談、思辨與實(shí)證相結(jié)合的方法,提出了政府網(wǎng)站服務(wù)體系重構(gòu)框架,分別從政府網(wǎng)站服務(wù)需求分析改進(jìn)、政府網(wǎng)站服務(wù)內(nèi)容重組、政府網(wǎng)站服務(wù)主體變革、政府網(wǎng)站服務(wù)渠道拓寬四個(gè)方面對(duì)政府網(wǎng)站服務(wù)體系重構(gòu)框架進(jìn)行展開闡述。本學(xué)位論文的形成前后共歷時(shí)一年半時(shí)間。本文的創(chuàng)新點(diǎn)包括：(1)構(gòu)建了我國政府網(wǎng)站服務(wù)體系重構(gòu)框架,并在此基礎(chǔ)上提出優(yōu)化建議；(2)論證了政府網(wǎng)站服務(wù)內(nèi)容的要素,并提出政府網(wǎng)站服務(wù)內(nèi)容重組路徑；(3)提出了政府網(wǎng)站服務(wù)主體變革策略。本文共分為八個(gè)部分,主要內(nèi)容如下：引言。本部分闡述我國政府網(wǎng)站發(fā)展對(duì)服務(wù)體系重構(gòu)的迫切需求以及與這種需求相沖突的服務(wù)體系重構(gòu)框架的缺失,提出我國政府網(wǎng)站服務(wù)體系重構(gòu)并闡述該研究的理論意義和現(xiàn)實(shí)意義,隨后提出本文的研究框架和內(nèi)容,并對(duì)研究方法、研究難點(diǎn)以及可能的創(chuàng)新點(diǎn)進(jìn)行闡述。第一章為基本概念與理論基礎(chǔ)。本章探討了本研究所涉及的基本概念,從理論層面探討政府網(wǎng)站服務(wù)體系,并在此基礎(chǔ)上以政府職能理論、客戶關(guān)系管理理論、新公共服務(wù)理論為基礎(chǔ),將這些理論分析與政府網(wǎng)站服務(wù)體系重構(gòu)相結(jié)合,分析其對(duì)政府網(wǎng)站服務(wù)體系重構(gòu)的作用。第二章為我國政府網(wǎng)站服務(wù)體系的現(xiàn)狀研究。中國政府網(wǎng)站服務(wù)體系重構(gòu)根植于中國特定的國情下,因而本章對(duì)當(dāng)前我國政府網(wǎng)站服務(wù)體系進(jìn)行現(xiàn)狀調(diào)研,針對(duì)調(diào)研出的問題提出了包括服務(wù)需求、服務(wù)內(nèi)容、服務(wù)主體、服務(wù)渠道四個(gè)方面的政府網(wǎng)站服務(wù)體系重構(gòu)框架。第三章為政府網(wǎng)站服務(wù)需求分析方式改進(jìn)。政府網(wǎng)站服務(wù)強(qiáng)調(diào)根據(jù)服務(wù)對(duì)象需求來提供相應(yīng)服務(wù),那么就必須對(duì)政府網(wǎng)站服務(wù)需求進(jìn)行分析。本章研究政府網(wǎng)站服務(wù)對(duì)象識(shí)別,比較了政府網(wǎng)站服務(wù)需求分析方式,并列舉了國內(nèi)外在政府網(wǎng)站代碼加載分析方面的應(yīng)用案例。第四章為政府網(wǎng)站服務(wù)內(nèi)容重組。在變革服務(wù)需求分析方式以后,如何根據(jù)服務(wù)需求來提供服務(wù)內(nèi)容就成為關(guān)鍵,因而政府網(wǎng)站需要相應(yīng)的服務(wù)內(nèi)容進(jìn)行支撐。本章提出政府網(wǎng)站服務(wù)內(nèi)容的組成要素,并從政府網(wǎng)站服務(wù)業(yè)務(wù)界定、現(xiàn)有政府網(wǎng)站服務(wù)業(yè)務(wù)梳理、面向用戶的政府網(wǎng)站服務(wù)內(nèi)容優(yōu)化三個(gè)方面提出重組路徑。最后,本章還提出了重構(gòu)政府網(wǎng)站服務(wù)內(nèi)容的實(shí)現(xiàn)保障,以保證重組后的政府網(wǎng)站服務(wù)內(nèi)容能得到秩序化供給。第五章為政府網(wǎng)站服務(wù)主體變革。公共服務(wù)的實(shí)質(zhì)是服務(wù)主體滿足服務(wù)對(duì)象需求的活動(dòng),但我國政府網(wǎng)站服務(wù)體制暴露出諸如各地不一、“碎片化”等不足,不再適應(yīng)服務(wù)型政府的新要求。本章研究政府網(wǎng)站服務(wù)主體構(gòu)成,分析單一型政府網(wǎng)站服務(wù)主體與混合型政府網(wǎng)站服務(wù)主體的優(yōu)缺點(diǎn),從完善政府自身和延伸政府網(wǎng)站服務(wù)主體兩個(gè)方面來探討變革策略,并提出政府網(wǎng)站服務(wù)主體變革的保障機(jī)制。第六章為政府網(wǎng)站服務(wù)渠道拓寬。在進(jìn)行服務(wù)對(duì)象需求、服務(wù)內(nèi)容重組以及服務(wù)主體變革以后,則涉及如何將政府網(wǎng)站服務(wù)提供給服務(wù)對(duì)象,即服務(wù)渠道的問題。本章分析了政府網(wǎng)站服務(wù)渠道構(gòu)成、拓寬政府網(wǎng)站服務(wù)渠道的影響因素,并提出政府網(wǎng)站服務(wù)渠道拓寬的舉措。第七章為總結(jié)與展望。本章對(duì)整個(gè)論文的內(nèi)容進(jìn)行總結(jié),提出了研究中的創(chuàng)新點(diǎn)及存在的不足,并對(duì)未來的研究進(jìn)行展望。
[Abstract]:The government website is an important part of the construction of e-government, but also at all levels of government to provide public services to the public window. From 1999 Chinese government Internet year, up to now 16 years, China government website from scratch, from small to large, has made great achievements, but there is an important relationship between the development and reform of the government and I. China's administrative reform needs similar to the Chinese government website also needs to be reformed and perfected. However, under this background, the development of China's government website also has some problems, namely the government website public service and public service of government website positioning fuzzy citizens receive low degree and satisfaction. The reason is: first, the lack of government website the purpose of the top-level design of the public service. Although there are plenty of guidance for the design of the framework of e-government, but these studies are mostly the framework of universal significance (e.g. E-government interoperability framework, e-government top-level design) or specific theory framework (such as information theory from the organization system, navigation system, based on the identification system, search system of government website construction), but they are not the overall rules for government website public service provided by the government, resulting in a lack of public service according to the government website framework, and each government in the public service orientation have no way to follow. Second, the lack of user service needs understanding. Big data under the current environment, it is difficult for the government to understand the real needs of the majority of Internet users, often to provide government web service based on their business, resulting in a "service no need, need service can not find the situation. Therefore, how to reconstruct the service system of government websites, to better meet the growing user demand for services, become The government needs an important work to study seriously and actively promote. Based on the "research" reconstruction of web service system Chinese government as the research subject, with the theory of government functions, customer relationship management theory, new public service theory, using literature research, case analysis, comparative analysis, expert interviews, combined with empirical thinking method the proposed government reconstructed web service framework, respectively from the web service demand analysis and improvement of government, government website service content reorganization, the government website service subject changes, the government website service channels to broaden the four aspects of service system reconstruction framework on government websites are discussed. After the formation of this thesis lasted a year and a half. The innovation of this paper includes: (1) construction of the reconstruction of China's government website service system framework, and puts forward the optimization suggestions; (2) the political argument The elements of the government website service contents, and put forward the content of the website service reorganization path; (3) proposed the government website service main body change strategies. This paper is divided into eight parts, the main contents are as follows: introduction. This part expounds the urgent demand of the service system reconstruction of the development of China's government website and the lack of conflict with this demand the service system framework, put forward the reconstruction of China's government website service system and expounds the significance of the research and the practical significance, then put forward the research content and framework, and research methods, research difficulties to elaborate and possible innovations. The first chapter introduces the basic concepts and theoretical basis. This chapter discusses the basic concepts involved in this study, to explore the government website service system from the aspect of theory, and on the basis of the theory of government functions, customer relationship management theory, new public service theory Based on these theoretical analysis and government website service system reconstruction combined with the analysis of the government website service system reconstruction. The second chapter is the study of the status quo of government website service system in our country. The reconstruction of service system of government websites China China rooted in specific national conditions, this chapter on the current government website service system in the present situation of the research, the research questions are put forward including service needs, service content, service principal, service system of government website reconstruction framework four aspects of service channel. The third chapter is the government website service demand analysis way to improve government website service. The service to provide service according to the requirements of object, it must be on the government website service demand analysis. This chapter studies the government website service object recognition, comparison of web service demand analysis of government, citing the Domestic and foreign government website code loading application case analysis aspects. Chapter fourth is the government website service content reorganization. After changes in service demand analysis, according to the service needs to provide services has become the key, so government websites need to support the corresponding service capacity. This chapter presents the elements of government website service content. From the definition of government websites and services, the existing government website service review, user oriented government website service content optimization proposed reorganization path three aspects. Finally, this chapter also proposed the implementation of security reconstruction of government website service content, to ensure that the government website service content after the reorganization can get the order of the fifth chapter supply. The government website service subject change. The essence of public service is the main service to meet the demand of the service object, but the Chinese government Web Service The system exposes such as different parts, "fragmentation", no longer adapt to the new requirements of the service-oriented government. This chapter studies the government website service body, analysis the advantages and disadvantages of single government website service subject and mixed government website service subject, to explore the transformation strategy from the improvement of the government itself and extension of government website service the main two aspects, and puts forward the safeguard mechanism of government website service subject change. The sixth chapter is the government website service to widen the channel. In the service object, service content and service subject reorganization after the change, how will the government is involved in Web services provided to the service object, namely the problem of service channel. This chapter analyzes the government website the service channel, broaden the influence factors of government website service channel, and put forward the government website service channels to broaden the initiative. The seventh chapter is the summary and Prospect of this. The chapter summarizes the content of the whole paper, puts forward the innovation points and shortcomings in the research, and looks forward to the future research.

【學(xué)位授予單位】：武漢大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2015
【分類號(hào)】：D63

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