Research On Public Satisfaction Of Government Service Of "Government Online-Offline Shanghai"

As China’s government informatization develops,China’s government service mode has also undergone great changes.The single window government service mode at the earliest stage has no longer met the needs of the public.The public requires to change the government affairs service mode.It can improve the social management ability and public service ability of the government,so as to provide the public with more high-quality government affairs service.In line with the development of Egovernment service,Shanghai took the lead in putting forward the construction of“smart government”,successfully established Shanghai big data center in 2018,and opened the service of “GOVERNMENT ONLINE-OFFLINE SHANGHAI” in the same year.This paper takes the development of “GOVERNMENT ONLINE-OFFLINE SHANGHAI” as the starting point,learns from the E-government service satisfaction model from other scholars to construct the analysis framework of this paper based on the actual situation in the process of implementing “GOVERNMENT ONLINEOFFLINE SHANGHAI” government service in Shanghai M center,investigates and analyzes the satisfaction of the three government service modes after promoting“ GOVERNMENT ONLINE-OFFLINE SHANGHAI” in Shanghai M center(online government service mode,offline government service mode and telephone consultation government service mode).In addition,it explores the problems encountered in Shanghai M center when promoting “GOVERNMENT ONLINE-OFFLINE SHANGHAI” in combination with the interview and survey of the internal staff in Shanghai M center,analyzes its causes and puts forward reasonable countermeasures and suggestions,so that we can propose targeted improvement advice on further improvement of the public’s satisfaction with “GOVERNMENT ONLINE-OFFLINE SHANGHAI”.It’s found by the study that the problems existing in the implementation of“GOVERNMENT ONLINE-OFFLINE SHANGHAI” in Shanghai M center include below: some people have no idea that some businesses of Shanghai M center can be processed on “GOVERNMENT ONLINE-OFFLINE SHANGHAI”.They think it inconvenient and uneasy to operate and handle on online platforms.No normalized standards for offline government affairs acceptance.The response of telephone consultation is not so active.To explore the main reasons,it’s found that“ GOVERNMENT ONLINE-OFFLINE SHANGHAI” publicity strength needs to be enhanced,platform system construction needs to be improved,data sharing is insufficient,the comprehensive professional quality of government service employees needs to be promoted,online and offline affair acceptance standards are inconsistent,the timely feedback effect of telephone consultation is not enough,and the collaborative and cooperative ability between departments needs to be improved.In view of the above problems and reasons,this paper puts forward optimization suggestions based on the actual situation of Shanghai M center.The first is to optimize the top-level design and standardize the workflow.The second is to expand the scope of online government affairs to meet public demand.The third is to improve publicity and optimize the operation platform.The fourth is to promote the comprehensive quality and change the traditional way of thinking on government service.