摘要：以数字化、智能化、网络化为核心的信息技术的迭代发展，公众服务需求的结构性变化，加快了“互联网+政务服务”模式创新进程，使政务服务数字化转型创新成为中国政务服务未来发展的新方向。政府通过多渠道服务平台向作为终端用户的公民提供公共服务和实现政民互动，社会和公众即用户的概念已然深入人心。为了满足社会和公众对各渠道所提供政务服务的温度、深度与精准度的需求，检验和提升各级政府的电子服务能力发展水平，进而建立一套科学、客观、量化及导向清晰的政府电子服务能力指数体系，达到“以评促建、以评促用、树立标杆，引导电子政务可持续化发展”目的。

项目团队以政务网站、政务微博、政务微信、政务APP、政务短视频（抖音、快手）五个服务渠道为切入点，构建了政府电子服务能力指数体系。项目团队通过全样本测评、定量与定性相结合的方式展示了中国大陆地区（港、澳、台除外）省级、直辖市和地级市电子服务能力的水平，应用综合指数、“双微”指数、新媒体指数等复合数据反映中国政府电子服务渠道的整合情况。进而，总结获得了电子政务服务能力建设的最佳实践与案例：北京市人民政府网站——成熟完备的政务网站、北京发布——实用便民的政务微博、上海发布——全方位服务的政务微信、皖事通——均衡发展的政务APP、美丽浙江——引领创新的政务短视频等，并分别进行深入剖析。此外，项目团队还对过去六年各省市政府电子服务能力进行全面展示。

各项指数数据表明，中国政府电子服务在服务渠道、应用场景和使用体验有如下特征：首先，政府电子服务渠道功能日趋分化，形成以事项服务提供为主的政务网站、政务APP、政务微信渠道和以信息宣传服务为主的微博、短视频渠道。其次，政府电子服务渠道更注重集约化建设，以事项服务提供为主的政务服务渠道总体形成了贯通省市县三级统一规范的移动政务服务平台；政务短视频和微博渠道向平民化和融合式发展转型。再次，政府电子服务应用场景更为丰富，逐步汇聚集成套餐式服务、“一证通办”和群众日常便民服务等一体化场景。最后，政府电子服务使用体验更为个性化和智慧化，用户专属服务空间、适老化改造、智能服务和服务评价反馈成效显著。本报告仅从能力管理与用户体验的视角测评政府电子服务水平，数据和结论难免偏颇，仅供各界参考。

关键词：政务服务；电子服务；数字化转型；服务能力；能力指数

Abstract: The iterative development of information technology centered on digitalization,intelligence,and the structural changes in public service demands have accelerated the innovation process of the“Internet+government service”model.The digital transformation and innovation of government services has become a new direction for the future development of China's government services.The government provides public services to citizens as end users through multi-channel service platforms and realizes government-civilian interaction.The concept of society and the public as users has been deeply rooted in the hearts of the people.In order to meet the needs of the society and the public for the temperature,depth and accuracy of government services provided by various channels,test and improve the development level of electronic service capabilities of governments at all levels,it is necessary to establish a scientific,objective,quantitative and clearly oriented government electronic service capability index system.At the same time,the service capability index system achieves the purpose of“promoting construction through evaluation,promoting application through evaluation,setting benchmarks,and guiding the sustainable development of e-government affairs”.

With the iterative development and innovative application of information technology,as well as the ubiquitous development of social media,the global digitalization transformation has been driven and accelerated.The transformation of China's government service digitalization has become a new direction for China's future development,and has promoted the application of“Internet+Government Service”.At the same time,the society and public expect better government services and better customer service experience in a quick increasing trend.

In order to evaluate and enhance the e-service capability to the governments,the project constructed the government e-service capability evaluation system including provinces,cities,ministries and commissions from the perspective of four e-service Channels（i.e.,government website,WeChat,micro-blog,APP,government short video）.And through the evaluation and analysis,the project reported the government e-service capability level and some interval attributes.The comprehensive index,such as“Double Micro”index,new media index,are designed and proposed.Finally,the report summed up with the best practical cases.In addition,the report summarized the best practices and cases of e-government service capacity.Beijing Municipal People's Government website-mature and complete government website,Beijing release-practical and convenient government affairs Weibo,Shanghai release-full-service government affairs WeChat,Anhui News Service-balanced development government affairs APP,beautiful Zhejiang-innovative government affairs short video,etc.Additionally,the report also comprehensively demonstrated the electronic service capabilities of provincial and municipal governments in the past five years.

The index data showed that China's government e-service had the following characteristics in service channels,application scenarios and experience: firstly,the characteristics of government e-service channels were obviously differentiated,and government websites,government APPs,government WeChat channels,and Weibo and short video channels focusing on information publicity services are formed.Secondly,the government electronic service channels paid more attention to intensive construction.And the government service channels mainly providing affairs services generally formed a unified and standardized mobile government service platform which ran through provinces,cities and counties.Government affairs short video and Weibo channels were transforming into civilian and integrated development.Thirdly,the application scenarios of government electronic services were more abundant,and the integration scenarios such as integrated package services,“one card for all”and daily convenience services for the masses were gradually gathered together.Fourthly,the use experience of government electronic services was more personalized and intelligent,and the user-specific service space,aging-adaptive transformation,intelligent service and service evaluation feedback have achieved remarkable results.This report only evaluated the government e-service level from the perspective of capability management and user experience,and the data and conclusions were inevitably biased,which were for reference only.

Key Words: Government Service; E-service; Digital Transformation;Service Capability;Capability Index