电子政务回应性测度及回应性的影响因素实证研究

Chinese E- government construction has been undergone a transaction from information-posting to vocational work processing, where timely responsiveness becomes priority. Meanwhile, the state management system and the management capacity modernization require positive response to public demands. Therefore, it is necessary to address the issue of promotion of E-government responsiveness from an angle binding the conditions of E-government development and the reform of management modernization. First of all, this research refers to the responsiveness pyramid model to establish evaluation indexes to E-government responsiveness, including responsiveness channels, responsiveness time and quality etc. Responsiveness of different levels of governments has been assessed and was followed by a comparative analysis. Secondly, Technology Acceptance Model (TAM) and Information System Success Model (ISSM) were introduced to build a hypothesized model aiming at technological factors that influenced E-government responsiveness, and an empirical study was followed based on statistics analysis. Thirdly, this paper has carried out an empirical analysis regarding to organization factors, such as human resources, government function, organization culture and management procedure. The influence that public pressure, trust and demands have on E-government responsiveness was concluded with empirical research on the ground of ecology of public administration and information economics.

我国电子政务的发展正处于由信息发布阶段向事务处理阶段的转换时期，政府及时有效的回应将成为关键因素。同时，国家治理体系和现代化的改革目标，要求政府必须积极回应社会公众的诉求。因此，结合电子政务的发展转变和现代治理的改革要求，有必要研究如何提升我国电子政务回应能力这一现实问题。首先，本课题借鉴回应金字塔模型，构建电子政务回应测度的指标体系，具体包括回应渠道、回应速度、回应质量等因素，对不同层级政府的电子政务回应水平进行测试和对比分析。其次，借鉴技术接受模型和信息系统成功模型，对影响电子政务回应性的技术因素构建假设模型，并在的基础上进行实证研究。再次，实证分析人力资源、政府职能、组织文化以及管理流程等组织因素对于电子政务回应性的影响机制。最后，根据行政生态学和信息经济学，对公众压力、公众信任以及公众诉求质量对电子政务回应性的影响进行实证研究。

本研究运用试验法对全国电子政务的回应现状进行测度，试验范围覆盖政府网站、政务微博、政务微信和电子邮箱等现有电子政务平台，并构建以回应率、回应速度、回应质量等为核心的指标体系构建，完成了对全国48个城市、1103个政府部门的电子政务回应现状评估，完善和发展了当前电子政务回应的评估框架。其次，本研究结合相关理论，构建研究模型，对技术因素、制度、人员信息素养等因素对电子政务回应的影响因素进行了实证分析，并从行政生态学和信息经济学视角对事件类型、回应时限、诉求质量、舆论压力、政府内部体制等因素进行考察，实现了宏观、中观和微观不同维度的研究探索。研究测度了我国电子政务回应现状，通过在线测试取得了全国48个城市共1103个政府部门的电子政务回应现状数据，系统掌握了我国目前的电子政务回应水平，同时通过调查问卷收集了被测试政府部门内的技术因素、人员信息素养、制度因素等要素现状数据。最后，研究系统提出了当前电子政务回应中存在的问题，并结合现实从不同维度提出相关政策建议，提出改善我国电子政务回应的路径和促进电子政务发展的相关建议。