摘要：随着“互联网+”国家战略的实施，“互联网+政务服务”的应用持续深化，社会和公众对政务服务的网络化需求也快速增长，期待政府能够提供更好的用户服务体验。为了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测评体系，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”的目的，项目组从部委、省（直辖市）、地级市等不同层级，以政务网站、政务微信、政务微博、政务APP四个服务渠道为切入点，构建了政府电子服务能力测评体系，并通过全样本测评，分析了政务服务能力、政务服务途径、政务服务区间属性、政务服务地域，应用定量和定性相结合的方法展示了中国省、市、部委电子政务服务能力的水平，计算出综合指数、双微指数、新媒体指数，进而总结得到了电子政务服务能力建设的最佳实践案例。各项指数数据表明，中国各级政府电子服务呈现“三多三少”“三强三弱”的特点：“入口多、渠道多、栏目多，协办少、联办少、通办少”;“信息服务强，办事服务弱；网站服务强，移动服务弱；传播推广强，亲民易用弱”。同时也发现中国电子政务服务呈现新、老渠道协同发展的态势；中国东部沿海地区的电子政务服务能力综合指数最高，东北地区最低，高低分化明显等。本项目仅从能力管理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：政府电子服务，电子政务服务，能力指数，能力测评，政府治理

Abstract: With the implementation of the“Internet plus”national strategy,applications of“Internet plus government service”continues to deepen.And the network needs of government service from society and public is quickly increasing,expecting that the government can provide better customer service experience.In order to test and enhance the level of development of the electronic service capability of governments at all levels,and establish a scientific,objective,quantitative and direction-clear government electronic service capability evaluation system,and achieve the goal of“promote construction by evaluation,promote use by evaluation,set a benchmark to guide the E-government developing sustainably”,the project team have constructed the evaluation system of the government electronic service capability from four levels of province,municipality directly under the Central Government,prefecture-level city,ministry and commission from the perspective of four service Channels of government website,WeChat,micro-blog,APP.And through the full sample evaluation,the project team have analyzed government service capability,government service approach,provincial government service interval attribute,government service area,showed the level of E-government service capability of province,city,ministry and commission of our country by way of a range of quantitative and qualitative,calculated the comprehensive index,double Micro index,new media index,and then summed up the best practice cases of E-government service capacity building.The composite index data show that the development of China's E-government service of basic channels leads to new channels,the highest is the comprehensive index of E-government service capability of the eastern coastal areas of China,and the lowest Northeast China obviously for the high and low differentiation,the law of development is consistent for province,city,ministry and commission.This project tests the level of government electronic service only from the perspective of capacity management,with the data and conclusions biased inevitably but for reference only.

Keyword: Government electronic service,E-government service,Capability index,Capability evaluation,Government governance