Conceptual Model And Empirical Research Of "Internet + Government Services" From A Multi-dimensional Perspectiv

"Internet plus government services" is a key link in deepening reforms to streamline administration,delegate more powers,improve regulation,and provide better services.It is an important engine for improving the business environment,a major starting point for promoting the digital transformation of government,and a breakthrough for improving China’s governance system and capacity.Therefore,it is necessary and beneficial to describe,analyze and understand the process and changes of’Internet plus government services" system arrangement and technical reform theoretically.Anchoring the vision and goals of the policy practice of "Internet plus government services",understanding the connotation,characteristics and elements of it and explaining the operation results and antecedents of it,are the key points of the above-mentioned necessary exploration and the basic work of the follow-up related research.This study attempts to expand the understanding of the existing "Internet plus government services",and puts forward a comprehensive analysis framework based on the existing holistic government theory,digital government theory and people’s satisfaction service-oriented government theory.This paper introduces the PARTS strategic model,that is,players,added values,rules,tactics,and scope,to analyze the basic characteristics and components of "Internet plus government services",and to discuss the antecedents and effects of its operation within its framework.Early studies focused more on the relationship between the government and the people,especially on the relationship between subject and object,that is,the interaction between the government and the people.With the embedding of technology and institutions,the channel(enterprise)connecting the interactive relationship between the government and the people plays a more important role.With complementary cooperation of scarce resources and value co-creation of the service-dominated,the participants,rules,scope and added value of "Internet plus government services" have changed,and the optimization of government services has achieved remarkable results.The construction of an integrated online service platform with the national government affairs service platform as the hub has been completed,forming a multi-channel fast service experience.The new media of government affairs is deeply integrated with other Internet channels,and service functions are graduall "materialized" and "embodied".Online public services are applied in various scenarios.The capacity of government services has been greatly enhanced,regional integration has become increasingly prominent,online services via one website or by fingertip have become a predictable reality,and interaction between government and the people has further improved the efficiency of government services.Under this strategic framework,this paper places "Internet plus government services" at the intersection of public administration and public service supply,and believes that it has the characteristics of credit service.This study further identifies"Internet plus government services" as three sub-categories,namely empowered people,integrated(network)platform and extensible system architecture,and describes the antecedents of the development of "Internet plus government services"from three aspects:people orientation,channel orientation and management orientation,as well as the tangible and intangible results,such as cost advantage,time advantage and efficiency advantage,the improvement of people’s satisfaction and the enhancement of trust in the government.This paper adopts mathematical statistics and empirical research methods to test the structural model and hypothesis of "Internet plus government services".The research shows that the antecedents of the development of "Internet plus government services" mainly depend on the combined effect of people orientation,channel orientation and management orientation.People orientation may have the greatest positive effect,while channel orientation may have the least positive effect.Digital divide has a negative moderating effect on the development of government service capability,which is statistically significant.Economic conditions are positively moderating the role of main factors in the development of government services.At the same time,online government service capability has a mediating effect on tangible and intangible results(satisfaction).In summary,this study extends existing research in three aspects.First,the study identifies relevant stakeholders and recommends reorganizing and integrating them on the back end to achieve a seamless experience on the front end.Second,it provides comprehensive views on the relevant cultural,economic,technological,political and managerial issues to determine the prerequisites for the success of Internet plus government services.Finally,it determines the relevant objectives of optimizing government services,including tangible and intangible results.The proposed theoretical analysis framework provides important enlightenment for understanding online government service in local situation,helps to determine people’s expectation for optimizing government service,and establishes a reference benchmark for continuing to plan and design relevant paths for optimizing government service.In addition,it also has a great influence on regulating the mode of public-private partnership,emphasizing that the channels(enterprises)of partnership have made great contributions to the success of Internet plus government service.In view of the further development and changes of the digitalization of government services,it may consider further exploring specific measures for the digitalization transformation of government services,which will make the framework more in line with the ever-changing nature of information technology and the future goal of government services.In optimizing the reform of government services,the interests of all parties are intertwined.For example,the central government,local governments,interest groups,operators and users are all worthy of consideration,and the policy process will become complicated."Internet plus government services"cannot do without the government’s capability and will.In fact,administrative ability,technical ability and digital literacy ability will become the key influencing factors.These are all important aspects of related topics that deserve further discussion.