Research On Reconstruction Of Service System Of Government Website In China

As an important component of e-government,government web site is the window by which governments at all levels provide public services to the public.Chinese government website has made greater achievement from 1999 which is defined as the Government Internet Year to today. Similar to the needs of administrative reform,our government web site need to be reformed and improved. However, our government website development also presents a number of problems that public service orientation of government website is fuzzy and the acceptance and satisfaction of citizens on public services of government website is low. The reasons are as follows. First, government lack the top design of government site whose keynote is public services so that government. Despite it has a number of guide frameworks for e-government, these object of research tend to be universal frameworks (such as a interoperable framework for e-government, top-level design of e-government) or architecture in specific theory (such as the structure of governmental website which is discussed from organization system, navigation system, identifies system, and search system based on information building theory), they does not propose the overall rules for public service of government website so that government has no framework to provides public service of government website which thus carriy risks that government can not locate in the public service of government website supply. Second, government lack of understanding of users’ service needs. Under the current environment of big data, government often provide services on government websites based on their own business because they have difficulty to understand the real demand of the majority of internet users, which resulting in situation that "users does not require the service which government websites provided and the service which users needed is not found in government websites". Therefore, an important work which government needs to seriously consider and actively promote is how to restructure public service of government website to better meet the growing demand for services.This paper takes " research on reconstruction of service system of government website in China" as the research theme, based on Government functions theory, Customer relationship management theory, and New public service theory, employs the methods of literature research, case analysis,compared analysis,expert interview, and field research,and proposes service restructuring framework of government website which is respectively described from four aspects:changing government website service suppliers, improving service needs analysis of government website, reconstructing service content of government website, broadening service channel of government website.It takes one and a half years to complete the research.This paper makes the folloing three innovations:(1) constructing the framework of reorganization our government web site service system, and putting forward the optimization suggestions;(2)demonstrating the elements of service contents of government website, and proposing the reorganization path of service content of government website; (3) proposing the transformation strategy of changing suppliers of government website service.This paper is divided into eight parts; the contents are as follows:Introduction. This part expounds the urgent need for reconstruction of service system of government website in China and the lack of the framework of service reorganization based on the selected topic background, puts forward reconstruction of service of government website in China and its theoretical and practical significance of the study on the basis of analyzing the domestic and foreign relevant experience, then proposes the research framework and content.Eventually, this part describes the methods, the difficulties and possible innovations in the research.Chapter I:Basic concepts and theories basis. This part probes the basic concepts involved in this research so as to discuss government web site service from a theoretical study,and analyzes theoretical and practical significance of reconstruction of service system of government website. On this basis, this paper analyzes some underlying theories in reconstruction of service system of government website,such as Government functions theory, Customer relationship management theory, and New public service theory.Chapter II:Study on the present situation of service system of Chinese Government Web site. Reconstruction of service system of government website in China should be rooted in the specific conditions of China, so this part proposes the framework of reorganization of service system on our government web site which contains four aspects such as service supplier, service needs, service content and service channel based on the investigation and analysis of current Chinese government web site service.Chapter III:Improving the way of service demand analysis on government website. Service of government website puts emphasis on the needs of the target customers during the process of serve, then it is necessary to analyze the needs of service in government website.This part studies the service object recognition of government web site, compares the the way of service demand analysis on government website, and lists government web site data analysis based on script code both at home and abroad.Chapter IV:Reconstructing the service content of government web site. It is crucial to provide service content according to service demand after improving the way of service demand analysis on government website, so government website needs the support of service content. This part proposes the components of service content in government web site, put forwards the reconstruction paths from three aspects: defining the service business of government website, tackling the existing service business of government website, optimizaing service content of government website for the user. Finally, this part also propose the guarantee mechanism of realization in reconstructing service content of government website so as to ensure orderly supply the reconstructed service content of government website.Chapter V:Changing supplier of service of government website. Nature of public service is activities that supplier of service meet the needs of clients, but the system of service in our government web exposed problem that supplier of service of government website is not smooth, which no longer meet the new requirements of service-oriented government. This part researches the composition of supplier of service and proposes the the guarantee mechanism of changing supplier of service of government website.Chapter Ⅵ:Broadening service channel of government website. It involves how to provide service of government website to service object after changing supplier of service of government website and service content.This part analyzes the structure of service channel of government website and the influence factors of broadening service channel of government website, and put forwards the initiatives to broden service channel of government website.Chapter VII:Summary and outlook.This part summarizes the content of this paper and points out the innovations and shortcomings in the study, and forecasts the research prospect for the future.