| Service-oriented government with the rapid development of information technology,digital technology has become a driving engine for the digital transformation of government,and with the help of Internet technology,"Internet + government services"plays an important role in the construction of digital government.2016,the Jilin Provincial Government,under the impetus of the General Office of the State Council issuing the The"Internet + government services" technical system construction guide",the promotion of the "Jilin Provincial People’s Government on the in-depth promotion of the "Internet +government services" work of the implementation of the views","Jilin Province to further deepen the The "Internet + government services" to speed up the "one network,one door,one time" reform of government services work plan" and a series of documents.After seven years of construction,Jilin Province "Internet + government services" both in hardware construction and software development have achieved good results.As the construction of "Internet + government services" is a process from scratch,at the early stage of construction,the government mainly examined the effectiveness of the construction from the perspective of the supply side,lacking consideration of the demand side;at the same time,experts and scholars were not able to understand the relationship between "what services are needed" and "how services are needed".At the same time,experts and scholars lacked in-depth and detailed research and discussion on the demand side,such as "what kind of services are needed" and "how are services needed",and neglected the public’s experience and feelings when using "Internet+government services",which led to the problem of low public satisfaction with "Internet+government services".This has led to a low level of public satisfaction with "Internet+government services".In the context of high-quality development,it is an important issue before the government to pay attention to public experience and further improve the level of "Internet + government services" from the perspective of public demand.To address the above-mentioned problems and situations,this study quantifies the "Internet+government services" in Jilin Province from the perspective of user experience quality.Firstly,the theoretical basis of this study is the Quality of Experience Influencing Factor Model,the theory of service-oriented government and the theory of government process reengineering.Secondly,the study uses the online government service experience quality evaluation index system as the blueprint for this study’s questionnaire,and conducts a fuzzy comprehensive evaluation of the service quality of "Internet+government service" in Jilin Province from the perspective of the demand side.Finally,the pain points that need to be solved in the development process of "Internet+government services" are summarised.It is found that the quality of user experience of "Internet+government services" in Jilin Province is between average and good,and cannot meet the diversified needs of users,while there are problems such as the gap between expectations and reality limiting user needs,imperfect interactive communication and search functions,and weak influence of government service platforms.Based on the above research,and combined with the actual construction situation of"Internet + government services" in Jilin Province,we put forward suggestions and countermeasures to optimize the service quality of "Internet + government services" from multiple dimensions,oriented by user needs.Firstly,on the user side,we should ensure that the diverse needs of users are met.Secondly,in terms of services,it is important to create a deeper integration between the government and multiple user entities.Finally,in terms of the environment,the integration of government service platforms and social platforms should be promoted,with a view to increasing public satisfaction with online government services,promoting the development of "Internet+government services" in the direction of efficient,credible,accurate and open modernisation,and providing new solutions for the development and reform of "Internet+government services" in Jilin Province.services"development and reform in Jilin Province,providing new ideas and reference bases. |
