“最多跑一次”改革如何优化高校校务服务——基于价值链耦合视角的扎根研究  

How to optimize the school affairs service in the reform of "Visit Once": Based on the grounded theory research of value chain coupling

作　　者：张正荣[1] 杨金东 ZHANG Zhengrong;YANG Jinadong(School of Economics and Management,Zhejiang Sci-Tech University,Hangzhou 310018,China)

机构地区：[1]浙江理工大学经济管理学院,杭州310018

出　　处：《浙江理工大学学报（社会科学版）》2021年第1期82-91,共10页Journal of Zhejiang Sci-Tech University：Social Sciences

基　　金：浙江省普通高校“十三五”第二批新形态教材建设项目(浙高教学会[2019]1号)。

摘　　要："最多跑一次"已成为公共管理研究的热点话题,形成的经验也从政府部门应用到高等院校等多个场景。运用扎根理论,针对浙江高校"最多跑一次"改革的实践与探索,通过实地调研、深度访谈和公开资料收集等方式获取基础材料,并进行编码,构建"最多跑一次"改革背景下高校校务服务优化模型,基于价值链耦合视角,探讨在此背景下高校校务服务的升级路径及其理论机制。研究发现,"互联网+政务服务"实践、网络信息技术应用和高校校务服务需求推动了"最多跑一次"在高校场景的应用;高校"最多跑一次"通过协同治理、功能整合、流程再造、服务升级等方式实现了"互联网+校务服务"的模式,并在教育教学、科研创新、综合服务等方面创造了服务价值;通过线上服务网和线下服务大厅的协作形成了"实体-虚拟"价值链的耦合,从而推动了校务服务的智能化、人性化升级。"Visit Once" has become a hot topic in public management research, and the experience formed has also been applied to many scenarios such as colleges and universities from government departments. Based on the grounded theory, this paper aims at the practice and exploration of "Visit Once" reform in colleges and universities in Zhejiang Province. Through field research, in-depth interviews and open data collection, the basic materials were obtained and coded to construct the optimization model of school affairs service in universities under the background of "Visit Once" reform. Based on the perspective of value chain coupling, this paper discusses the upgrading path and its theoretical mechanism of school affairs service under this background. The study found that the practice of "Internet + government affairs services", the application of network information technology and the demand of school affairs service in universities promoted the application of "Visit Once" in university scenes. The "Visit Once" in universities realized the mode of "Internet + school affairs service" through collaborative governance, functional integration, process reengineering and service upgrading, etc., and created value in terms of education, teaching, scientific research innovation and comprehensive service. Through the cooperation of online service network and offline service hall, the coupling of "entity-virtual" value chain was formed, which promotes the intellectualization and personalization upgrading of school affairs service.

关 键 词：最多跑一次 互联网+校务服务 服务价值链 耦合机制 扎根理论 

分 类 号：G647[文化科学—高等教育学]