电子政务背景下的县域公共服务创新研究

发布时间：2019-02-14 08:40

【摘要】：随着信息时代的迅猛发展,电子政务逐渐成为国内外公共服务发展的取向。以互联网为平台、以先进的信息技术为手段,向公众提供互动性强、便捷、高效公开、透明的在线服务,是目前电子政务的发展趋势。县域政府直接面对基层,是我国政府中宏观与微观的结合部。同时担负着组织和领导辖区内社会经济事业发展的重任,有责任为整个辖区人民提供优质的公共服务。随着社会的不断进步和发展,公众对县域政府的公共服务能力提出了更高的要求。本文结合企业资源管理理论与客户关系管理理论,对县域政府进行内部和外部的改造。让其成为反应更快、效率更高、更透明和开放的政府,提升政府电子政务公共服务能力。本文由绪论、相关概念及理论阐释、现状分析、国外成功经验分析、模式创新对策、结语六个部分组成。第一部分介绍了本文的研究背景及意义、国内外相关研究现状、研究方法、研究的主要内容、研究框架与创新之处。第二部分介绍企业资源管理、客户关系管理与县域政府电子政务的概念与理论阐述。然后基于两种理论对县域公共服务模式创新做出价值分析。第三部分从内部和外部两个方面,对目前县域政府公共服务的供求现状进行分析,找出县域政府公共服务供求方面的不足之处。第四部分介绍了国外政府引入企业资源管理与客户关系管理对政府公共服务的改进和创新。通过分析国外政府公共服务改革的实际案例,找出我国县域政府公共服务的切入点和建设之路。第五个部分介绍了本文的创新设计,利用企业资源管理和客户关系管理理论对县域政府的内部、外部两个方面进行改革；从而改进我国县域政府公共服务的供给模式。最后,在结语部分笔者对全文的研究进行了总结,并对县域电子政务公共服务做出了展望。
[Abstract]:With the rapid development of the information age, e-government has gradually become the orientation of the development of public services at home and abroad. Taking the Internet as the platform and the advanced information technology as the means, providing interactive, convenient, efficient, open and transparent online services to the public is the development trend of e-government at present. The county government directly faces the grass-roots level, which is the combination of macro-and micro-level in the government of our country. At the same time, it has the responsibility to organize and lead the development of social and economic undertakings, and to provide quality public services for the whole people. With the continuous progress and development of society, the public put forward higher demands on the public service ability of county government. This paper combines enterprise resource management theory with customer relationship management theory to reform county government internally and externally. Make it a more responsive, efficient, transparent and open government, and enhance the capacity of government e-government public services. This paper consists of six parts: introduction, related concepts and theoretical explanations, current situation analysis, foreign successful experience analysis, mode innovation countermeasures, and conclusion. The first part introduces the research background and significance of this paper, domestic and foreign related research status, research methods, the main content of the study, research framework and innovation. The second part introduces the concept and theory of enterprise resource management, customer relationship management and county government e-government. Then based on two kinds of theory to make the value analysis to the county area public service pattern innovation. The third part analyzes the supply and demand of the county government public service from the internal and external aspects, and finds out the deficiency of the county government public service supply and demand. The fourth part introduces the improvement and innovation of government public service by introducing enterprise resource management and customer relationship management. By analyzing the actual cases of foreign government public service reform, this paper finds out the cut-in point and construction way of our country's county government public service. The fifth part introduces the innovative design of this paper, using the theory of enterprise resource management and customer relationship management to reform the internal and external aspects of the county government, so as to improve the supply mode of the public service of the county government in our country. Finally, in the conclusion part, the author summarizes the research of the full text, and makes the prospect to the county e-government public service.
【学位授予单位】：华中师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：D63

【参考文献】