国外电子政务服务研究综述

服务一直是电子政务的主旨,国外自本世纪初就关注这一主题,我国在2006年的《国家电子政务总体框架》中明确提出"服务是宗旨"的电子政务建设目标。在大量文献调查的基础上对国外电子政务服务研究的基本情况及特征进行定量的统计分析,发现国外电子政务服务文献占整个电子政务研究文献的三分之一以上,文献内容主要集中在一般性介绍、服务传递、服务管理、技术实现、服务作用、影响因素、实证研究、综述与评论等方面;研究的特点是注重服务的作用和影响因素,注重服务管理,关注服务传递,强调实证研究等。认为我国电子政务服务的研究要结合我国国情在服务管理、服务传递和对社会发展推动等方面以实证的方法进行深化研究。     

Diffusion of Personalised Services among Dutch Municipalities: Evolving Channels of Persuasion

In many European countries, municipalities are becoming increasingly important as providers of electronic public services to their citizens. One of the horizons for further expansion is the delivery of personalised electronic services. In this article we describe the diffusion of personalised services in the Netherlands over the period 2006–2009 and investigate how and why various municipalities adopted personalised electronic services. In achieving this, we analyse data that were gathered during interviews with key stakeholders in 10 selected Dutch municipalities. We synthesise the findings in an explanatory model of personalised electronic service delivery diffusion. The model emphasises persuasive pressures that are channelled to potential adopters of personalised services. Furthermore, the model shows how persuasive pressure (as perceived by adopters) is followed-up by organisational search activities, and how, in various circumstances, the idea of personalised services is ‘framed’ by innovation champions, knowledge brokers and new members of staff as to appeal to specific organisational priorities and ambitions. In doing so, this article contributes to an institutional view on adoption and diffusion of innovations, in which (1) horizontal and vertical channels of persuasion and (2) human agency, rather than technological opportunity and rational cost-benefit considerations, account for actual diffusion of innovations.     

Customer-Oriented E-Government

Abstract

E-govemment's next phase-a seamless, customer-oriented Web presence-faces more formidable barriers to development than did earlier advances. Progress toward customer-focused e-government requires fundamental organizational changes to existing bureaucracies, so that the government's Web presence can be comprehensive, efficient, and easy for citizens to use. To compel individual “stovepipe” agencies to develop a combined Web presence, chief information officers must be able to focus political and bureaucratic resources on making government websites truly customer-centric. The rewards for success in this next stage of e-government are significantnot only will it benefit citizens directly, but integrated e-government can also make offline government more efficient and effective.     

政府公共服务方式的多元化选择:趋势与策略

20世纪80年代以来,在治理理论不断兴起的背景下,政府公共服务方式的多元化发展成为一种趋势,这也是源于公共服务主体的多中心、公共服务需求的复杂化、现代科学技术与工具手段的发展等多重动因。创新公共服务方式,关键在于公共服务多元方式与技术工具的集成运用。为此,应通过选择实施流程再造、构建电子政府、引入竞争机制和志愿机制等策略,实现公共服务的一站式、电子化、市场化和社会化的全方位供给。     

电子商务与行政管理创新

随着电子商务的蓬勃发展,电子商务自身的特点对政府管理提出了新的要求,即需要一个廉价、高效、开放且能提供零距离、个性化服务的政府.而同样基于网络技术的电子政府则顺应了这一要求,他将实现无纸化办公、政务公开,为公众提供更便捷的服务,并能促进决策的民主化、科学化.同时政府也应加强对电子商务的管理,在推进企业信息化,完善金融支付、物流配送体系,以及制定电子法律法规等方面发挥其应有的作用.     

试分析当下电子政务对行政决策的影响

随着我国社会经济的不断持续发展,电子政务的运用已经被越来越广泛地使用,而电子政务对于行政决策的影响也越来越深远。电子政务是一场运用新的现代网络技术、信息技术为手段的对传统政务模式的一种深刻的变革。本文首先就电子政务的概述进行了简要的介绍,进而对行政决策的概述进行了阐述,最后针对于此,提出了电子政务对我国行政决策的影响,旨在全面提高我国电子政务的整体水平。     

论电子政务信息的安全管理

从电子政务产生的背景出发，通过一系列具体的数据和案例，可以看出我国电子政务信息安全面临的威胁和挑战。管理制度的薄弱、技术上的缺陷、立法上的滞后以及人们信息安全意识和理念上的欠缺是造成信息安全问题的主要原因，因此，必须有针对性地采取解决信息安全问题的对策。     

The Dual Challenge of Integration and Inclusion

Abstract

The Government of Canada is leveraging the potential of the Internet and related technologies to offer Canadians user-centered, integrated services when and where they want them, no matter how they choose to access them (online, telephone, mail, in-person). The article provides insight into the Government of Canada's use of a “whole of government approach” to address the challenges entailed in ensuring that users' needs drive the service delivery agenda. It discusses the key enablers of service transformation, including information management, privacy, security, interoperability and performance measurement.     

资源优势能带来更高的电子政务服务能力吗?--基于31个省级政府的定性比较分析

服务能力作为政府能力的重要表现形式,是多种条件要素共同作用的结果。对于地方政府而言,资源优势能带来更高的服务能力吗?为回应以上问题,本文基于资源基础理论,以我国31个省级政府为样本,运用清晰定性比较分析法(csQCA)考察了领导资源、用户资源、财政资源、经济资源、政府数据资源、互联网基础资源等不同资源因素与省级政府网上政务服务能力之间的多重并发因果关系。结果显示,省级政府网上政务服务能力受多种资源因素及其交叠效应影响,政府数据资源是其中最重要的因素;相比资源的占有优势,资源间的组合与配置方式对服务能力的提升更为重要;从条件组合看,领导驱动型、技术驱动型、财政-技术驱动型和全面驱动型是当前省级政府电子政务服务能力发展的四种路径模式。研究结果对地方政府如何协调不同资源、探索合适发展路径具有启示意义。     

Citizens’ Readiness to Adopt and Use E-government Services in the City of Harbin,China

This study applied the Technology Acceptance Model (TAM) to investigate the factors that would influence adoption and use of e-government services by citizens of Harbin in China. A total of 382 respondents took part in the study. The findings of this research revealed that Perceived Ease of Use, Perceived Service Quality, and Citizen Trust have significant positive impact on citizens’ intention to adopt and use e-government services while Perceived usefulness was found not to have any significant positive impact on citizens’ intention to use e-government services in Harbin, China. The implications of this study is further discussed.