战略三角模型视角下“一网通办”政务服务研究
Research on Government Service of “One Netcom Office” from the Perspective of Strategic Triangle Model

“一网通办”政务服务的运行大大提升了政务服务水平，为公众提供了更为便捷高效的服务。公共价值理论要求公共部门重视公众的需求，通过运作能力的改进来实现公众的诉求以创造公共价值，这与“一网通办”所秉持的“以人民为中心”的理念相契合。因此，本研究以公共价值理论的战略三角模型为分析框架，从三个维度出发探究了“一网通办”实践过程中存在的问题：在“公共价值”维度，存在用户需求未被满足、目标认知存在问题的问题；在“合法性与支持”维度，存在相关的法律政策不完善、执行合法性不足、受众认同度不高的问题；在“运作能力”维度，存在平台运行不流畅、线上线下脱节、服务的量与质难以满足个性化需求、工作人员能力不足的问题。以问题为导向，利用模型提出了针对性的建议和措施。进而为推进“一网通办”政务服务提供经验和思路。
The operation of the “One Netcom Office” government services has greatly improved the level of government services and provided the public with more convenient and efficient services. The theory of public value requires public departments to pay attention to the needs of the public and create public value by improving their operational capabilities, which is in line with the concept of “people-centered” upheld by the “One Netcom Office”. Therefore, this study takes the strategic triangle model of public value theory as the analysis framework, and explores the problems existing in the practice process of “One Netcom Office” from three dimensions: in the dimension of “public value”, there are problems of user needs not being met and goal cognition problems; in the dimension of “legitimacy and support”, there are some problems such as imperfect laws and policies, insufficient legality of implementation and low audience recognition; in the dimension of “operation ability”, there are problems such as platform operation is not smooth, online and offline disconnect, service quantity and quality are difficult to meet individual needs, and staff capacity is insufficient. Taking the problem as the orientation, the model is used to put forward some specific suggestions and measures. Then it provides experience and ideas for promoting “One Netcom office” government services.