司文峰 胡广伟

〔摘 要〕[目的/意义]随着“互联网+政务服务”战略崛起，以互联网为载体的电子政务服务受到社会广泛的关注，亟需大样本、多渠道实证研究。[方法/过程]因此，本文基于政务网站及“两微一端”实证测评了地级以上城市和省级政府的电子政务服务能力，并选取行政级别、经济水平、区域均衡为分异属性，发现行政级别与经济水平均与渠道政务服务能力显著正相关；渠道能力因行政与经济属性、城市和省级政府层面不同而异，但基本不受级别、水平、区域限制。[结果/结论]归纳出电子政务服务在力度与方向的调控启示，提出了消除分异、重点借鉴、快速提升等建议作为参考。

〔关键词〕电子政务；服务能力；分异规律；政务网站；新媒体；政务渠道

DOI：10.3969/j.issn.1008-0821.2018.06.007

〔中图分类号〕D035-39 〔文献标识码〕A 〔文章编号〕1008-0821（2018）06-0046-07

〔Abstract〕[Purpose/Meaning]With the strategy execution of“Internet+ government Service”，the e-government service which takes the Internet as its carrier has been paid much attention to by the society.This is an urgent need for large sample，multi-channel empirical research.[Method/Process]Therefore，based on the government website，WeChat，micro-blog，APP，by using the existing mature evaluation index system，this paper evaluated the city above prefecture-level and provincial e-government services.Then，it selected the administrative level，economic level，regional balance as the differentiation attribute.It was found that both administrative level and economic level were positively correlated with government service ability in all the channels.It showed weakening its adverse effect helps to improve the ability of e-government service.The distribution of channel capacity varied from administrative and economic attribute，city and provincial government level，but it was not restricted by level and region.It provided direction and strength management to balance and promote channel service ability[Results/Conclusion]This paper summed up the revelation of the government in the intensity and direction based on administrative and economic attribute，city and provincial government level，and put forward some suggestions to eliminate the differentiation，learn reference and promotion.

〔Key words〕electronic government；services capability；government websites；government new media；differentiation rules；government service channels

2015年7月國务院印发《关于积极推进“互联网+”行动的指导意见》，“互联网+”战略实施；2016年继续出台了《关于加快推进“互联网+政务服务”工作的指导意见》和《“互联网+政务服务”技术体系建设指南》等重要政策文件，以互联网为载体的电子政务服务受到社会广泛的关注。

电子政务服务能力，可定义为政府组织（部门）为完成提供电子服务这一目标，所形成的一系列程序、方法与资源的组合体[1]，其实证研究有助于电子政务服务健康发展，但研究仍较少。一方面，缺少分异特征研究，不能完善的呈现电子政务服务发展特征。另一方面，缺乏从多渠道视角展开分析。实证以网站为主，随着微信、微博、APP等政务新媒体崛起，网站服务已不能完全代表电子政务服务。……