【摘要】：隨著信息技術(shù)的不斷發(fā)展,公民對(duì)提供公民服務(wù)的政府部門的信息化要求也日益強(qiáng)烈。電子政務(wù)是信息技術(shù)的產(chǎn)物,作為溝通公民與政府部門的橋梁,理論上有助于提高政府部門的工作效率,提升管理和運(yùn)營(yíng)水平。但電子政務(wù)要真正實(shí)現(xiàn)這樣的目的,還需政府部門根據(jù)電子政務(wù)自身運(yùn)行特點(diǎn)建立一套行之有效的績(jī)效評(píng)估體系。 目前,我國(guó)的電子政務(wù)績(jī)效評(píng)估,主要是圍繞政府網(wǎng)站的建設(shè)開展的。然而,電子政務(wù)績(jī)效并不等同于政府網(wǎng)站績(jī)效。論文將客戶關(guān)系管理(CRM)中的“以客戶為中心的”的核心思想和客戶體驗(yàn)管理引入電子政務(wù)績(jī)效評(píng)估,并根據(jù)國(guó)內(nèi)外相關(guān)學(xué)者和研究機(jī)構(gòu)關(guān)于電子政務(wù)績(jī)效評(píng)估的研究成果與實(shí)踐經(jīng)驗(yàn),結(jié)合我國(guó)電子政務(wù)的發(fā)展現(xiàn)狀,對(duì)比電子政務(wù)績(jī)效評(píng)估的各種方法,提出了基于CRM思想的電子政務(wù)績(jī)效評(píng)估方法,根據(jù)2012年我國(guó)東部12個(gè)省級(jí)政府的電子政務(wù)實(shí)際運(yùn)行情況進(jìn)行實(shí)證研究,找出存在的問題,并提供改進(jìn)意見。 論文首先闡述了CRM理論、電子政務(wù)績(jī)效評(píng)估的概念和方法,提出在電子政務(wù)績(jī)效評(píng)估中引入CRM思想,建立基于CRM思想的以“公民滿意度”為評(píng)估目標(biāo)的電子政務(wù)績(jī)效評(píng)估指標(biāo)體系。繼而確定績(jī)效評(píng)估各項(xiàng)指標(biāo),即“資金投入”、“人力資源投入”和“信息資源投入”作為電子政務(wù)投入的績(jī)效考核指標(biāo),“政務(wù)透明”、“公民參與”、“站點(diǎn)特性”、“輿論引導(dǎo)”和“系統(tǒng)穩(wěn)定”作為電子政務(wù)產(chǎn)出的績(jī)效考核指標(biāo)。最后采用DEA方法(數(shù)據(jù)包絡(luò)分析法)中的CR模型和BC模型,以我國(guó)東部12個(gè)省級(jí)政府的電子政務(wù)為研究對(duì)象進(jìn)行績(jī)效評(píng)估。針對(duì)各結(jié)果,進(jìn)行效率分析、投入冗余產(chǎn)出不足分析和投影分析,為各省級(jí)政府部門電子政務(wù)的發(fā)展提供建議。 論文的創(chuàng)新點(diǎn)在于：借鑒CRM思想,在電子政務(wù)績(jī)效評(píng)估指標(biāo)體系中引入5個(gè)衡量標(biāo)準(zhǔn)(即政務(wù)透明、網(wǎng)絡(luò)服務(wù)、公民參與、輿論引導(dǎo)以及系統(tǒng)穩(wěn)定)來衡量政府提供服務(wù)的水平；建立新的電子政務(wù)績(jī)效評(píng)估體系并進(jìn)行實(shí)證分析。 論文的研究在一定程度上打破了在我國(guó)電子政務(wù)績(jī)效評(píng)估中引入CRM思想僅限于理論研究和只針對(duì)政府網(wǎng)站進(jìn)行評(píng)估的現(xiàn)狀,為政府在電子政務(wù)績(jī)效評(píng)估中提供了一種新的、有效的評(píng)估方法,對(duì)政府和相關(guān)部門提高我國(guó)電子政務(wù)建設(shè)水平有借鑒意義。
[Abstract]:With the continuous development of information technology, citizens' information requirements for the government departments providing citizen services are increasingly strong. E-government is the product of information technology, as a bridge between citizens and government departments, it can help to improve the efficiency of government departments, improve the level of management and operation. However, in order to achieve this goal, the government should establish a set of effective performance evaluation system according to the characteristics of e-government. At present, the performance evaluation of e-government in our country mainly revolves around the construction of government website. However, e-government performance is not equal to government website performance. This paper introduces the core idea of "customer-centered" in customer relationship management (CRM) and customer experience management into e-government performance evaluation. According to the domestic and foreign scholars and research institutions on e-government performance evaluation research results and practical experience, combined with the development of e-government in China, compare the various methods of e-government performance evaluation. This paper puts forward the method of e-government performance evaluation based on CRM thought. According to the actual operation of 12 provincial governments in eastern China in 2012, the paper makes an empirical study, finds out the existing problems, and provides some suggestions for improvement. Firstly, this paper introduces the theory of CRM, the concept and method of e-government performance evaluation, and puts forward the idea of introducing CRM into e-government performance evaluation. This paper establishes the performance evaluation index system of e-government based on the idea of CRM. Then determine the performance evaluation indicators, that is, "capital input", "human resources input" and "information resource input" as e-government input performance evaluation indicators, "government transparency", "citizen participation", "site characteristics", "Public opinion guidance" and "system stability" are the performance evaluation indicators of e-government output. Finally, the CR model and BC model of DEA method (data Envelopment Analysis) are used to evaluate the performance of e-government in 12 provincial governments in the east of China. According to the results, efficiency analysis, input redundant output analysis and projection analysis are carried out to provide suggestions for the development of e-government in provincial government departments. The innovation of this paper lies in: drawing lessons from CRM's thought, introducing five measurement standards (i.e. government transparency, network service, citizen participation) into the index system of e-government performance evaluation. Public opinion guidance and system stability) to measure the level of government service delivery; To establish a new e-government performance evaluation system and empirical analysis. To some extent, the research of this paper breaks the fact that the introduction of CRM in the performance evaluation of e-government in our country is limited to the theoretical research and the evaluation of the government website, which provides a new way for the government to evaluate the e-government performance. The effective evaluation method can be used for reference by the government and related departments to improve the level of e-government construction in our country.
【學(xué)位授予單位】：天津財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：D63

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 金雪妹;王銘;;美國(guó)在電子政務(wù)中實(shí)施CRM的經(jīng)驗(yàn)及對(duì)我國(guó)的啟示[J];城市管理與科技;2006年01期

2 郭妹;柏琳;;基于CRM的移動(dòng)電子政務(wù)系統(tǒng)模型設(shè)計(jì)和分析[J];電子政務(wù);2008年10期

3 張三力;;投資項(xiàng)目績(jī)效管理與評(píng)價(jià)(五) 第三講 項(xiàng)目績(jī)效管理和評(píng)價(jià)的方法論原則——邏輯框架法[J];中國(guó)工程咨詢;2006年07期

4 葉偉芳,徐迪;淺析客戶關(guān)系管理在電子政務(wù)中的應(yīng)用[J];管理學(xué)報(bào);2005年S2期

5 江曉暉;;中國(guó)電子政務(wù)績(jī)效評(píng)估問題研究[J];經(jīng)營(yíng)管理者;2010年22期

6 李智剛;;基于CRM思想的電子政務(wù)建設(shè)研究[J];技術(shù)與市場(chǎng);2011年10期

7 趙瑛;梁平;;企業(yè)“CRM”理念走進(jìn)電子政務(wù)[J];科技情報(bào)開發(fā)與經(jīng)濟(jì);2006年20期

8 魏權(quán)齡;數(shù)據(jù)包絡(luò)分析(DEA)[J];科學(xué)通報(bào);2000年17期

9 孔月霞;;論公民教育在中國(guó)的發(fā)展趨勢(shì)[J];理論與現(xiàn)代化;2009年01期

10 馬卓;孫濟(jì)慶;;基于CRM理論的電子政務(wù)公共信息服務(wù)研究[J];情報(bào)科學(xué);2007年12期

，

本文編號(hào)：2416630