【作者】 余梅；

【导师】 陈传夫；

【作者基本信息】 武汉大学 ， 信息资源管理， 2015， 博士

【摘要】 政府信息系统在政府公共服务中发挥着日益重要的作用。随着信息化程度的提高,公众对政府信息系统质量的要求越来越高。而失败,仍然是摆在信息系统开发面前最大的风险。如何降低政府信息系统项目的失败风险,是政府和信息系统研究者共同关注的问题。论文在研究中发现,政府信息系统的失败风险可以预先发现并采取措施进行控制。通过建立针对失败风险的质量控制模型,对质量控制因素采取相应的措施,可以在很大程度上从政府信息系统项目的开发过程降低失败的风险。论文采用了问卷调查、访谈、文献分析等研究方法,研究重点在于归纳提炼出降低失败风险的政府信息系统质量控制因素,构建质量控制模型；在此基础上,选取案例进行质量控制模型的应用试验,验证其实用及适用性,并提出政府信息系统项目的质量控制策略。第0章为绪论。由于政府信息系统失败的现象广泛存在,而公众又希望政府信息系统能够提供更高的信息服务质量,因此本文提出,在政府信息系统项目的开发过程中,对其进行质量控制来防止系统的最终失败。在信息系统项目开发过程中发现和处理失败风险,是防止系统失败的有效途径。以构建质量控制模型的方式来进行政府信息系统的质量控制活动,能够将政府信息系统的质量控制活动流程化、结构化和规范化,是提升政府信息系统项目质量,降低失败风险的关键。第1章为文献综述。论文从三个方面综述了国内外学者的研究。第一方面是国内外学者对政府信息系统失败现象的研究,研究表明：信息系统失败的现象是普遍存在的,而政府信息系统的失败与一般私营部门失败的情况存在着差异。第二方面是对政府信息系统失败类型的研究,论文认为,目前国内外学者对政府信息系统失败风险的分析可以归纳为五个方面,分别是：项目宏观管理中的失败风险,项目组织环境中的失败风险,项目实施流程中的失败风险,项目研发技术中的失败风险,以及项目参与者的失败风险。第三个方面综述了国内外学者对于政府信息系统质量的研究。当前的研究关注于政府信息系统质量的评价和判断,政府信息系统的质量控制也有很多人进行了方法、案例和模型研究,各国政府在政府信息系统的质量管理方面做了很多工作。第2章阐述政府信息系统质量控制模型的理论基础。论文讨论了全面软件质量管理理论、关键成功因素法和软件生命周期理论在信息系统质量控制中贡献的理论、方法、策略和流程,并将此三个理论作为论文构建政府信息系统质量控制模型的理论基础。通过结合三种理论和方法,构建科学的、结构化的、规范的,能有效降低失败风险的政府信息系统质量控制模型。第3章分析和提炼针对政府信息系统失败风险的质量控制因素。通过对文献中政府信息系统失败原因的总结,比较政府信息系统失败因素与一般私营部门信息系统失败原因的差异和共同点,结合政府信息系统开发专家参与实践的经验,按照解决政府信息系统失败的五个方面,论文提炼、整理了政府信息系统质量控制的5个大因素,25个子因素。论文从降低政府信息系统失败风险的角度,对这些因素进行了描述,并分别给出了在政府信息系统中的质量控制方法。第4章构建了基于失败风险的政府信息系统质量控制模型。论文分析了目前常用的七种信息系统质量控制相关的模型,认为这些模型提供了信息系统质量控制的方法、流程、理论,为政府信息系统的质量控制活动提供了借鉴,但将这些理论直接应用于政府信息系统质量控制活动,仍然存在着不足。论文通过对质量控制因素的分析,认为应当构建基于失败视角的政府信息系统质量控制模型,将分析得出的政府信息系统中进行质量控制的各个关键因素,映射到政府信息系统项目开发生命周期的不同阶段,发挥所有参与者的作用,实现政府信息系统项目的全面管理。第5章为政府信息系统质量控制模型的应用试验。选取某市电子政务内网建设项目、某市劳动保障监察局年审业务系统、某航道局网站建设项目,作为案例,通过调查三个政府信息系统项目开发过程中的质量控制活动,试验了模型在政府信息系统质量控制活动中的执行流程和控制方法,并分别考察了三个政府信息系统的质量控制结果,对三种类型的政府信息系统各自提出了质量控制策略的建议。第6章为总结与展望,梳理全文的研究,得出结论：质量控制模型是降低政府信息系统失败的有效方式。质量控制模型要围绕着降低失败风险的质量控制因素来开展各项活动,论文所构建模型中的质量控制因素是针对政府信息系统中的失败风险而设计的,通过三个政府信息系统实例的验证,模型能够有效降低政府信息系统的失败风险。最后分析了研究的不足之处,并对未来研究提出展望。更多还原

【Abstract】 The government information system is playing an increasingly important role in the government public services. In the information age, people put forward higher requirements on the quality of government information system. However, the government information projects have a pretty high rate of failure. How to reduce the failure risks in government information system projects is a problem concerned by government and researchers. The dissertation proposes that the failure risks could be discovered and controlled during the government projects development process. By establishing the quality control model of government, corresponding measures could be taken to reduce the risks of failure in the development process in government information system projects. By means of various research approaches, including surveys, interviews, case studies and so on, the study emphasizes on putting forward some focus factors through comprehensively reviewing literatures; and then constructing a model by the factors. On this basis, this paper selects the cases of application of the quality control model to test the utility and applicability, and suggest the strategy of quality control in government information systems.Chapter Zero is introduction. Due to the failures of government information system existing widely, nevertheless, people want to access to high quality public information, so it is important to make quality control in the development process of government information system projects. The process quality control could avoid system failure. Quality control is an effective way to prevent system failures. Through constructing the model of quality control, the quality control activities in the government system could be structured and standardized. The model of quality control is the key to reduce risk of failure.Chapter One is literature review. This paper reviews the research from three aspects. The first aspect is the study of the phenomenons of failure in government information system from the scholars at home and abroad. The research shows that:The failure in information system is a common phenomenon, but the failures in government information systems are different with the failures in private sector information systems. The second aspect is the study of the failure types in government information system. This paper argues that the analysis of the risk of failure in the government information system of scholars at home and abroad can be divided into five aspects, which are:the risk of failure of the project in the macro-management, in the organization’s environment, in the process of the project, in the technical research and development and the risk of failure of the project participants. The third aspect reviews the study about quality of the government information system of scholars at home and abroad. The current research focuses on the evaluation and judgment of the quality in government information system. There are a lot of researchers studying the methods, cases study and models of the quality control of government information system. And governments of all countries in the world have done a lot of work in terms of quality management in government information system.Chapter Two expounds the theories of quality control model of government information system. The paper discusses the overall software quality management theory, critical success factors method and software life cycle theory making contribution of method, strategy and process to the quality control of information system, and the three theories are the theoretical basis of constructing the model of quality control in the government information system. The paper constructs a scientific, structured and standard quality control model of government information system which can effectively reduce the risk of failure through the combination of the three kinds of theories and methods.Chapter Three analyzes and refines quality control factors of the failure risk of the government information system. Based on the summary of the causes of the failure of the government information system, the paper compares the differences and commons of the failure reasons between government information system and general private sector information system. Combined with the experts’practical experience, according to the five aspects of solution to the failure of government information system, the paper refines and sorts out 5 factors and 25 sub-factors of the quality control in the government information system. The paper describes the factors from the perspective of reducing the risk of failure in the government information system, and proposes the quality control method of the government information system.Chapter Four constructs the quality control model of government information system based on the risk of failure. This paper analyzes the seven kinds of quality control information system models, which provide information method, the process of quality control system and the theory.These models provide a reference for the quality control of the government information system. There are still deficiencies in current models. Based on the analysis of the quality control factors, the paper constructs the government information system quality control model from the perspective of failurer. Each of the key factors to control the quality of government information system will be analyzed, mapping to the different stages of the government information system development life cycle, playing the roles of all participants, to achieve comprehensive management of government information system project.Chapter Five is the application of the quality control of information system model. The paper selects a e-government network construction project of a city, the city of Labor Security Supervision Bureau annual business system, and a Waterway Bureau website construction project as the cases. Through the activities of quality control in the process of project development, the paper tests the implementation process and control method of model in the government information system. Through investigating of the quality control results, we found that, the model is useful in government systems, and the strategies of quality control are proposed for three types of government information system respectively.Chapter Six summaries the research conclusions, and analyzes the inadequacies of the study. It draws conclusions as follows:The quality control model is an effective way to reduce the failure of the government information system, and the model should be constructed by a series of expected,planned quality control activities. In this paper, the quality control factors in the model are designed for reducing government information failures. By the experiment in three government systems, the model is proved to reduce the risk of failure in government systems effectively. Finally, the paper analyzes the inadequacies of the study, and puts forward the propects for the future research.更多还原