用户视域下“互联网 + 政务服务”网络载体的优化机制探究

Exploring the Optimization Mechanism of “Internet + Government Service” Network Platform under the User’s Perspective

摘要: “互联网 + 政务服务”作为新时代政府由传统治理模式向智慧治理、协同治理转变的转换器，对于政府增强服务效能、提升服务质量、提高公众满意度具有重大意义。网络载体在“互联网 + 政务服务”的建设与推进过程中承担着主要作用，然而地方政府的网络载体建设与使用情况存在明显差异。本文从用户视域出发，以重庆市九大主城区为例，探究“互联网 + 政务服务”网络载体建设情况。研究发现，当前政务平台建设普遍存在办事流程复杂、政府网络僵尸化、一窗办理困难、咨询回复不及时等问题。根据研究设立的网络载体满意度体系，提出其优化路径为：注重用户需求、完善平台功能、整合信息资源、加强服务宣传等。

Abstract: As a converter of the government’s transformation from traditional governance mode to intelli-gent and collaborative governance in the new era, “Internet + government service” is of great significance to the government in enhancing service efficiency, improving service quality and in-creasing public satisfaction. Network carriers play a major role in the construction and promotion of “Internet + government services”, but there are obvious differences in the construction and use of network carriers by local governments. This paper explores the construction of “Internet + government service” network carriers from the perspective of users, taking the nine main urban areas of Chongqing as an example. It is found that the current government affairs platform construction generally has problems such as complex office processes, government network zombification, difficulties in one-window processing, and untimely consultation responses. According to the satisfaction system of the network carrier established by the study, the optimization path is proposed to focus on user needs, improve platform functions, integrate information resources, and strengthen service publicity.