Study On The Synthetical Evaluation For G2B Of Government Portal Based On The CRM-BSC

Objective:The objective of this Paper is to develop a synthetical evaluation model and method that evaluate the G2B level of government portal in China based on the CRM-BSC theoretical model, and finds the questions on the G2B of government portal in China, and guides region to improve the G2B construction of government portal in China.Methods:By reviewing the domestic and foreign research and considering the suggestions of experts, proposes the primary indexes frame based on the CRM-BSC theoretical model. Then, selects indexes and calculates the weights of them using the Delphi method and Analytic Hierarchy Process. Next, a rating scale for G2B level of government portal is formed. Selecting G2B of provincial government portal of China for the samples, the reliability and validity of the evaluation model are tested. The data collection methods of empirical study include website survey, virtual user survey and questionnaire; The data analysis software includes EXCEL and SPSS16.0. Finally, finds questions and proposes strategy on the G2B of provincial government portal of China.Results:This paper discusses the environment condition and the feasibility that the CRM-BSC theoretical model is used for the evaluation of the G2B level of government portal. First, introducing the enterprise CRM ideal into electronic government, generate the "government CRM" concept. As an important channel of communication between the government and the public, the government portal is the best application platform for concept of CRM used in electronic government. The formed "Government CRM" environment makes the CRM-BSC theory model for G2B evaluation of government portal to have the environment support conditions. Secondly, in terms of feasibility, the author thinks it is feasible that the CRM-BSC theoretical model should be used for the evaluation of non-profit organization with the idea that "customer/user are the center of service". The reasons are as follows:First, adhere to the "user-centric" ideal, the non-profit organization’s tenet is to service users. Compared with enterprise which goal is to pursuit finance income, non-profit organization’s goal is to meet the needs of users, which coincided with the core idea that the CRM-BSC pays attention to the customer value but not to the financial dimension that the BSC pursuit to. Secondly, the G2B evaluation based on the CRM-BSC, is conducive to the development of "user-centric" non-profit organization. Finally, the CRM-BSC is successful used to the field of enterprise management.According to the CRM-BSC theoretical model, using the Delphi method, forms the synthetical evaluation indexes system which consisted of36items. Each index is quantificated and assigned, and constructs the comprehensive evaluation model of G2B level of government portal. In2rounds of expert consultation, including21experts in the first round and20in the second, positive coefficients are84%and95%, indicating experts’high level of cooperation; the expert judgments coefficient, familiarity coefficient and authority degree coefficient are0.66,2.05and1.35respectively, indicating experts’high level of authoritativeness, the result is credible.The G2B of provincial government portal of China are subjected to the empirical study, and the results of the empirical study are analyzed comparatively with the results of weighted RSR method and weighted TOPSIS method. The result shows that the correlation coefficients of the3methods are0.972,0.966and0.977. This proves that the reliability of this synthetical evaluation model is good.According to the results of empirical study, China’s G2B construction of government portal overall level is low at present. The average score is only0.4782points. In addition, the G2B development of provincial government portal in China is quite different, and the G2B levels were positively correlated with GDP and GDP per capita. On the basis of results of weighted RSR, the G2B level of provincial government portal in China is divided into lower, intermediate and advanced levels. The lower level include Tibet, Qinghai, Gansu, Guangxi and Inner Mongolia; the intermediate level include Shandong, Ningxia, Xinjiang, Jilin, Tianjin, Henan, Yunnan, Heilongjiang, Liaoning, Jiangxi, Chongqing, Hebei, Guangdong, Shanxi, Macao, Shaanxi, Hubei, Anhui, Hunan, Fujian and Sichuan; the advanced level include Jiangsu, Hainan, Shanghai and superior, Beijing, Zhejiang and Hong Kong.The questions on the G2B of provincial government portal of China include:(1) The government’s technical capacity of business services is not good;(2) The efficiency and effectiveness of the G2B of government portal is lack of reflection;(3) The online payment function is poor;(4) No unified G2B entrance;(5) Lack of understanding on situation, needs and behavior towards for business;(6) Businesses are not satisfied with the overall level of G2B of provincial government portal; (7) The degree that disclosure business-related government information isn’t high. The level of development and utilization of government information is low particularly, and the government portal lack of value-added government information;(8) The browsing function for business-related government information is poor, and lack of effective integration on the business-related government information particularly;(9) The consulting services for business is poor;(1.0) The complaint and suggestion services for business is poor;(11) The "one-stop" service for business is less effective.To solve these problems, this Paper proposes the following strategies:(1) Pay attention to the G2B of government portal, and form a dedicated management team;(2) Change the service conception for the G2B of government portal, adhere to the "business-centric" service-minded, and improve the awareness and understanding of business;(3) Strengthen the integration of services and information for business;(4) Improve the openness of government information, strengthen the exploitation of business-related government information, and promote the value-added of government information;(5) Improve the channels for business inquiry, complaint and suggestion, enhance the interaction between government and business;(6) Improve information security, strengthen the legal environment, and improve the website legal statement. Convince business that the private information is confidential. State the responsibility of disclosure; (7) Improve online services and payment capability, achieve "one-stop" service for business.Conclusions:(1) The synthetical evaluation indexes system and the weight of them are good with science, adaptability and feasibility.(2) In this study, developing the scientific rational methods of quantification and assignment, using composite score formula, builds the synthetical evaluation model for G2B of government portal. The Operability of this model is very good.(3) The results of the empirical study prove that the synthetical evaluation model is reliable. Finally, analyze the main problems of the G2B of provincial government portal in China, and puts forward reasonable suggestions.