摘要：随着数字时代的来临，数字技术已经成为推动经济社会发展、提升治理现代化水平的重要手段和工具，以数字化、智能化、网络化为核心的信息技术加快了“互联网+政务服务”的创新进程，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公众发布政务信息、提供公共服务、实现政民互动，有助于提升政务服务效能，提高群众对政府工作的满意度。为了满足公众对各政务渠道所提供服务的温度、深度与精准度的新期待，检验和提升各级政府的数字服务能力发展水平，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，引导数字政务可持续化发展”目的。项目团队以政务网站、政务微博、政务微信、政务App、政务短视频五个服务渠道为切入点，构建了政府数字服务能力指数体系。

在测评指标体系的基础上，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（港、澳、台除外）省级、直辖市和地级市数字服务能力的水平，应用综合指数、“双微”指数、新媒体指数等复合数据反映了我国政府数字服务渠道的整合情况。进而，总结获得了数字政务服务能力建设的最佳实践与案例：重庆市人民政府——服务完备的政务网站、上海发布——发展成熟的政务微博、上海发布——全方位服务的政务微信、随申办市民云——使用便捷的政务App、重庆发布——彰显特色的政务短视频等，并分别进行细致介绍和深入剖析。

各项指数表明，中国政府数字服务在服务渠道、应用场景和使用体验方面有如下特征：（1）政府数字服务渠道功能日趋分化；（2）政务服务格局发生改变；（3）政府数字服务更加集约丰富；（4）政府数字服务更加个性化和精准化。但各渠道政府数字服务还存在省市政府协同能力不足、智能化服务发展不足、创新性和地方特色不足等问题，从技术、人员、数据、制度等方面进行优化的机遇与挑战并存。

本报告仅从能力管理与用户体验的视角测评了政府数字服务水平，数据和结论难免偏颇，供各界参考。

关键词：政务服务；数字服务；数字化转型；服务能力；能力指数

Abstract: With the advent of the digital era,digital technology has become an important means and tool to promote economic and social development and improve the level of governance modernization.Information technology with digitalization,intelligence and networking as the core has accelerated the innovation process of“Internet+government services”,and the digital transformation and innovation of government services has become a new direction for the future development of China's government services.The government releases government information to the public,provides public services,and realizes the interaction between the government and the people through the multi-channel service platform,which helps to improve the efficiency of government services and improve the people's satisfaction with government work.In order to meet the public's new expectations for the temperature,depth and accuracy of services provided by various government channels,test and improve the development level of digital service capabilities of governments at all levels,and then establish a scientific,objective,quantitative and clearly oriented government electronic service capability index system,to achieve the goal of“promoting construction by evaluation,promoting use by evaluation,setting a benchmark,and guiding the sustainable development of digital government”.The project team has built a government digital service capability index system based on five service channels:government website,government microblog,government WeChat,government App,and government short video.

On the basis of the evaluation index system,the project team demonstrated the level of digital service capability of provincial,municipal and prefecture level cities in Chinese Mainland（excluding Hong Kong,Macao and Taiwan）through full sample evaluation,quantitative and qualitative methods,and used composite data such as comprehensive index,“micro and micro”index,and new media in dex to reflect the integration of government digital service channels in China.Furthermore,the best practices and cases of the construction of digital government service capacity were summarized and obtained:Chongqing Municipal People's Government—a fully serviced government website,Shanghai Publishing—a mature government microblog,Shanghai Publishing—a comprehensive service of government WeChat,the citizen cloud with the bid—a convenient government App,Chongqing Publishing—a featured government short video,etc.,and detailed introduction and in-depth analysis were made respectively.

Various index data show that Chinese government digital services have the following characteristics in service channels,application scenarios and use experience:（1）The functions of government digital service channels are increasingly differentiated;（2）The pattern of government services has changed;（3）Government digital services are more intensive and rich;（4）Government digital services are more personalized and precise.However,there are still some problems in government digital services of various channels,such as the lack of coordination capacity of provincial and municipal governments,the lack of development of intelligent services,and the lack of innovation and local characteristics.In the future,improvements should be made in technology,personnel,data,systems and other aspects.

This report only evaluates the level of government digital services from the perspective of capability management and user experience.The data and conclusions are inevitably biased and are only for reference by all sectors.

Keywords: Government Service; Digital Services; Digital Transformation; Service Capability; Capability Index