One-stop Service Process Reengineering Research Of Hengyang Government Website

In China, with the development of the socialist market economy and the acceleration of the process of political civilization, creating "a service-oriented government" has become the dominant trend and target pattern choice of government administrative reform. Mostly, service halls are the manifestations of traditional "one-stop" services, such as "administration service center","administrative service center", etc. With the rapid development of information technology, providing public services to users by government websites, transforming government functions, raising work efficiency, improving service quality and heightening customer satisfaction is the inevitable trend of the modern government’s one-stop service. Under the combined impulse of the information technology applications and the government administrative reform, BPR (Business Process Reengineering) was introduced into government departments. As a powerful tool for reform, BPR helps the government sector to improve efficiency, enhance public services, thus win the public’s satisfaction.In-depth theoretical study of one-stop service and process reengineering was undertaken both at home and abroad. This article focuses on the empirical study, aided by document research, and the research theme is the one-stop service status and business process reengineering measures of Hengyang municipal government website. It is anticipated that findings from this study can be generalized to broader context. The paper analysised the problems and causes in one-stop service and business process reengineering of Hengyang municipal government website. Through aspects such as sense of service, performance management, services processes, resource integration, team building, incentive mechanism, etc, the paper discusses countermeasures of business process reengineering of government website’s one-stop service in order to transform Hengyang municipal government into service-oriented government.