Study On The Local E-Government Service Models

With the deeply constructing and applying of e-government, the focus of e-government gradually extends to the local government. E-government has been as the important means of enhancing the management capacity and public services of the local government. In the process of building service-oriented government, the local e-government service is more and more paid widespread attention. Who are the e-government service users? What are their needs? How to provide integrated services? What channels and paths to provide the service? How to ensure service quality? The answer to these questions would involve the models of the local e-government service, which is not only the important theoretical problem, but also the practical problem needed to solve in the process of building the local service-oriented government. In the paper of "Research on the Local E-Government Public Service Models", with the integrated use of management, political science, information science and related disciplines theory, author proposes the basic framework of the service model, which include four elements of the service object, service content, service delivery and service quality, and analyses the type of the services object and the demand characteristics, and then combing systematically the service content and types, studies the type of service mode selection and optimization method, finally proposes the local e-government service quality evaluation model and improvement strategies. The author spent two years to complete the study and this dissertation.The whole paper is composed of eight chapters, in terms of the order of "advancing problems, analyzing problems, solving problems and combination of theory research and practical exploration".The first chapter is the preface. The author firstly introduces the research background and significance, the main ideas and contents, research challenges and methods.Chapter2is research overview. Firstly, the author defines the related concepts, and then systematically introduces the theories of e-government services research home and abroad; analysis the foreign e-government services delivery models, so as to provide theoretical and practical references for the following writing. Finally, the author deeply analyses the issues and the services status of China’s local e-government, so as to lay the reality foundation for this study.Chapter3is the theoretical basis and model framework. Firstly, the author introduces the public service theory, service-oriented government theory, customer relationship management (CRM) theory, and its theoretical support for text study; Secondly, on base of analyzing the e-government service elements, the author proposes the basic service framework including four elements of the service object, service content, service delivery and service quality. The following chapter4-7wills analyses around this framework.Chapter4is about of the local e-government service project and their needs. Firstly, the author proposes the analysis model of e-government service object, then identifies the service object needs, analyses the project types, basic characteristics, demands and related factors.Chapter5studies the local e-government service contents and integration methods. According to user demand characteristics, the author defines three kinds of the services, that is Information Service(IS) transaction Service(TS),Participation Service(PS).And then he respectively explores the integration of these three services.Chapter6is about the local e-government service delivery optimization. Firstly, as a public service, the local e-government service supplement needs the cooperation of local governments, social departments and businesses; And then the author introduces the evolution of public service delivery models, puts out the one-stop e-government services concept, and proposes the integration and optimization program of the local e-government services delivery.Chapter7is about the local e-government service quality evaluation. With the PZB service quality evaluation model and SERVQUAL scale, the author puts forward the local e-government service quality evaluation model and the indicator system. And then, taking into account the China’s current status of the local e-government services and features, the author, from the fields of Information Service, Transaction Service, and Participation Service, puts forward strategies of improving and enhancing the of the local e-government services quality.Chapter8:Conclusion and outlook.The author summarized the whole paper, and raised the outlook for further research.