用户导向的电子政务绩效评估.pdfVIP

摘 要 电子政务的根本目标是支持政府作好经济调节、市场监管、社会管理和公 共服务，全面推进政府职能能力的提高。这也是电子政务建设的出发点。电子 政务的绩效研究应当注重从用户的角度进行评价，但仅从政府网站功能和服务 判断是不全面的，还需评估政府内部的管理水平、决策水平、业务流程的优化 和整合水平。在我国电子政务发展的现阶段，关注政府内部主体非常重要，只 有政府内部领导和管理部门决策水平和管理水平提高了，才能更好地为公众和 企事业单位提供服务，推动电子政务健康持续发展。 本文首先就国内外主要电子政务绩效评估体系进行比较分析；其次从电子 政务获益主体出发进行评价，将电子政务服务的主体划分为领导、政府业务部 门、企业和社会公众，根据主体的主要职能活动受电子政务的支持程度，提出 一套用户导向的电子政务绩效评估体系。最后结合上面提出的指标体系，学习 借鉴国际上电子政务绩效评估的实施方法论，总结出一套适合我国国情的、具 有实践指导意义的实施方法论。 关键词：电子政务、绩效评估、用户、实施 1 Abstract The ultimate purpose of e-Government is to regulate economy, govern the market, manage social affairs and provide public services, which is also the starting point for e-Government construction. Research on e-Government performance evaluation should start from the viewpoint of customers. However, evaluating merely functions and services of the government websites is incomprehensive. There is much more inside the government that needs to be evaluated: management level, decision-making level, process optimization and integration. During the current stage of e-Government development in our country, it’s critical to pay much attention to the inner subject of the government. Only when the level of decision-making and management improves, can the government better serve the citizens and businesses. Firstly, this dissertation compares some leading domestic and exotic e-Government performance evaluation systems. Secondly, different benefit groups of e-Government are assessed and four types of e-Government service subject are defined as: government leaders, government operational department, businesses and citizens. According to the extent to which their main activities are supported by e-Go