Zhu Yang, Peng Yifan, Xin Lingling, Zhang Xiao
School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China.
China Internet Network Information Center, Beijing, China.
PLoS One. 2025 Apr 23;20(4):e0319707. doi: 10.1371/journal.pone.0319707. eCollection 2025.
Smart government is an effective way to promote government innovation and public services. However, in China, there is a mismatch between the development of smart government service platform and the demands of the public. Therefore, this study aims to clarify the categories and priorities of public demands in smart government services from service life cycle perspective.
Based on the service life cycle perspective, 29 public demands in government services were summarized. A self-designed questionnaire was designed and distributed to the public using the "Jingtong" smart government service platform in Beijing. Based on 648 valid questionnaires collected, the Kano model was used to analyze the category attributes of demands, and the traditional classification and other two coefficient analysis methods were used to prioritize the demands.
The analysis of the collected questionnaires shows that personal privacy should be prioritized as it is the prerequisite for the widespread use of smart government services. Then, one-dimensional quality and attractive quality should be satisfied such as decision-making and intelligent scheduling demands, as they are central to the capability leap of smart government services. Additionally, must-be quality should be satisfied such as information sharing demand, as they are foundation of smart government services. Lastly, the quick response demand should be transformed into other demand types.
This study analyzes public demands at various stages from the perspective of the service life cycle, based on the prioritization of demands, proposes targeted optimization strategies for smart government service platform in the guide, interaction, processing, and evaluation periods. This provides important references for the overall construction of smart government.
智慧政府是推动政府创新和公共服务的有效途径。然而，在中国，智慧政府服务平台的发展与公众需求之间存在不匹配的情况。因此，本研究旨在从服务生命周期的角度厘清智慧政府服务中公众需求的类别和优先级。
基于服务生命周期的视角，总结了29项政府服务中的公众需求。设计了一份自填式问卷，并通过北京的“京通”智慧政府服务平台向公众发放。基于收集到的648份有效问卷，运用卡诺模型分析需求的类别属性，并采用传统分类法和另外两种系数分析法对需求进行优先级排序。
对收集到的问卷进行分析表明，个人隐私应被优先考虑，因为它是智慧政府服务广泛应用的前提。然后，应满足一维质量和魅力质量，如决策和智能调度需求，因为它们是智慧政府服务能力跃升的核心。此外，应满足必备质量，如信息共享需求，因为它们是智慧政府服务的基础。最后，快速响应需求应转化为其他需求类型。
本研究从服务生命周期的角度分析了各个阶段的公众需求，基于需求的优先级，为智慧政府服务平台在引导期、交互期、处理期和评估期提出了有针对性的优化策略。这为智慧政府的整体建设提供了重要参考。
