【作者】 王征；

【导师】 陈国申；

【作者基本信息】 山东农业大学 ， 公共管理硕士（专业学位）， 2021， 硕士

【副题名】以新泰市为例

【摘要】 党的十九大报告提出,要深入贯彻以人民为中心的发展思想,建设让人民满意的服务型政府。近年来随着新一代信息技术的高速发展,各级政府部门运用“互联网+”思维,借助物联网、云计算、大数据等信息技术大力推进本部门的政务流程优化再造,提升治理能力,积极推动服务能力的增强和服务质量的提高。政务流程再造注重依托信息技术来摒弃过去以任务分工和计划管控为核心的观念,打破政府部门传统职责分工与层级界限,塑造“以公众需求为中心”、“无缝隙”的政务流程,实现政府治理能力和公众满意度的提高。作为山东省中部县级城市,新泰市按照“放管服”改革的有关要求,以信息化建设推动政务流程优化再造,充分挖掘信息技术的潜能,从成立专业信息化主管机构统筹协调、推动智慧政务不断升级、打造多元化政务服务模式等方面出发,全面深化制度创新、加快政务流程再造改革。本文针对电子政务环境下新泰市政务流程再造进行研究,希望通过研究为其他基层县城开展电子政务流程再造提供相应的借鉴经验。首先梳理了电子政务、流程再造的相关背景、概念,厘清了进行流程再造的理论基础——无缝隙政府理论,提出以顾客导向、竞争导向和结果导向作为流程再造的出发点,以电子政务的建设来驱动政务流程再造,即利用新一代信息技术对传统的以任务分工为管理和服务依据的政务服务流程进行不断的完善和重塑,以此提高服务和管理能力,打造无缝隙的服务型政府;继而介绍新泰市电子政务环境下政务流程再造的工作整体情况和具体案例,个例包括G2G下夯实数据基础——开展政务资源整合共享工作,G2B下推进企业开办“一窗通”系统升级运行,G2C下完善应用不动产登记“一网通办”系统。最后,探讨了电子政务环境下新泰市流程再造改革中遇到的问题和产生的原因,并据此提出相关的建议,包括思想观念上转变传统观念、重塑服务意识、增强“顾客导向”思维,体制上优化组织结构、推进部门协同,制度上强化顶层设计、统一标准规范,应用上加强技术引领、深化流程再造,最终形成以电子政务的建设推动政务流程再造改革从而为“顾客”提供无缝隙服务的局面。更多还原

【Abstract】 The report of the 19 th National Congress of the Communist Party of China stated that it is necessary to thoroughly implement the people-centered development thinking and build a service-oriented government that satisfies the people.In recent years,with the rapid development of a new generation of information technology,government departments at all levels have used the "Internet +" thinking and used new information technology methods such as the Internet,cloud computing,and big data to vigorously promote the optimization and reengineering of their government affairs processes and improve their governance capabilities.Actively promote the enhancement of service capabilities and the improvement of service quality.Government process reengineering emphasizes relying on information technology to abandon the previous concept of task division and planning control as the center,break the traditional division of responsibilities and hierarchical boundaries of government departments,and shape a "public demand-centered" and "seamless" government process to achieve government Improved governance capabilities and public satisfaction.As a county-level city in the central part of Shandong Province,Xintai City,in accordance with the relevant requirements of the reform of "delegation,management and service",promotes the optimization and reengineering of government affairs with informatization construction,fully taps the potential of information technology,and coordinates and promotes the establishment of a professional informatization authority Based on the continuous upgrading of smart government affairs and the creation of diversified government service models,we will comprehensively deepen system innovation and speed up the reform of government affairs process reengineering.This article focuses on the research on the reengineering of Xintai municipal affairs under the e-government environment,and provides the corresponding reference experience for other basic-level counties to carry out the reengineering of e-government affairs.First,it sorted out the relevant background and concepts of e-government and process reengineering,clarified the theoretical basis for process reengineering-seamless government theory and service-oriented government theory,and proposed customer-oriented,competition-oriented,and result-oriented as the starting point of reform.The construction of e-government to drive the reengineering of the government process,that is,the use of new generation information technology to continuously improve and reshape the traditional government service process based on the division of tasks for management and service,so as to improve service and management capabilities and create a service-oriented Government;then introduce the overall situation and specific cases of the government process reengineering in the e-government environment of Xintai City,including data support under G2G-carrying out the integration and sharing of government resources,and promoting the operation of the "One Window" system under G2 B.,Improve the application of the "One Internet Service" system for real estate registration under G2 C.Finally,it discusses the problems encountered in the process reengineering reform of Xintai City under the e-government environment and the reasons for them,and proposes relevant suggestions accordingly,including ideological changes in traditional concepts,reshaping service awareness,and enhancing "customer orientation" Thinking,optimize the organizational structure,promote departmental coordination in the system,strengthen the top-level design,unify standards and specifications in the system,strengthen the technology leadership,deepen the process reengineering in the application,and finally form the construction of e-government to promote the reform of the government process reengineering to provide "customers" with seamless gaps The situation of service.更多还原