应急情报系统服务能力及其测评框架研究  

The Evaluation Model of Emergency Intelligence System Service Capability

作　　者：潘文文[1,2] 沈固朝 PAN Wen-wen;SHEN Gu-chao(School of Information Management,Nanjing University,Nanjing 210023,China;School of Management,Nanjing University of Posts and Telecommunications,Nanjing 210036,China)

机构地区：[1]南京大学信息管理学院,江苏南京210023 [2]南京邮电大学管理学院,江苏南京210036

出　　处：《情报科学》2019年第11期99-105,共7页Information Science

基　　金：国家社会科学基金重大项目“面向突发事件应急决策的快速响应情报体系研究”(13&ZD174);国家自然科学基金面上项目“电子政务服务价值共创机制及实现模式实证研究”(71573117);南京邮电大学横向课题(KH0013019010)

摘　　要：【目的/意义】我国政府应急情报体系仍存在重建设轻应用,投入高效益不明显等问题,用户普遍感到情报系统服务能力不足,难以发挥系统的业务支持效能。而当前学界与实践界对应急情报系统服务能力方面的研究仍着墨不多,亟待开展相关研究以辅助实践。【方法/过程】以应急管理、IT能力管理、IS服务质量评价等理论与方法为基础,构建了应急情报系统服务能力测评模型,通过问卷调查、访谈等方法收集研究数据,综合专家访谈分析与结构方程模型应用对提出的研究假设进行了验证。【结果/结论】研究表明,服务建构能力(由信息提供能力、事务支持能力及参与支持能力构成)和服务提供能力、服务迭代能力适宜于应急情报系统服务能力的测量;快速响应多方协作的情报需求是应急情报系统发挥作用的基本能力;应急情报系统的持续更新与迭代是用户体验和持续使用的保障。【Purpose/significance】The government emergency intelligence system(EIS) still has gaps between heavy construction and light application, and high input and low efficiency. Users generally feel that the EIS service capacity is insufficient, and it is difficult to exert the system’s support efficiency. It is urgent to carry out relevant research to support practice.【Method/process】 Based on the theory and method of emergency management(EM), IT capability management(ITCM), IS service quality evaluation, etc., the EIS service capability evaluation model was constructed. The research data was collected through questionnaires, interviews, etc., and the structural equation model(SEM) was used to verify the proposed research hypotheses.【Result/conclusion】Studies showed that service construction capability(i.e., information provision capability, transaction support capability, and participation support capability) and service delivery capability, service iteration capability are appropriate for the measurement of EIS service capabilities;rapid response to multi-party collaboration intelligence demands is the basic ability of the EIS system;continuous updating and iteration of the EIS system is the guarantee of user experiences and continuous using.

关 键 词：应急情报系统 服务能力 事务支持能力 服务迭代能力 测评框架 

分 类 号：G250.2[文化科学—图书馆学]