中美省州级政务服务站内搜索引擎功能对比研究  

Comparative Study on the Government Service Search Engines Between Web Portals of Chinese Provinces and the U.S.States

作　　者：龙怡[1] Long Yi(School of AI and Law,Shanghai University of Political Science and Law,Shanghai 201701,China)

机构地区：[1]上海政法学院人工智能法学院,上海201701

出　　处：《现代情报》2021年第4期119-132,共14页Journal of Modern Information

基　　金：上海市哲学社会科学规划一般课题“公民个人办事中的政府信息共享评价研究”(项目编号:2017BTQ004)。

摘　　要：[目的/意义]我国各级政务服务平台发展迅速,政务服务搜索引擎是平台提供政务服务、提升服务质量的重要功能模块。服务搜索与通用站内搜索不同,以查准率为主要目标,重在精确定位服务事项,面临的主要障碍是用户缺乏领域知识。[方法/过程]通过文献调研,分析归纳搜索引擎评价研究中采用的评价指标,并针对服务搜索特性构建搜索关键词,设定搜索引擎特征。对我国34个省级政务服务平台和美国51个州政府网站的搜索引擎进行调研,每个省(州)采集13个搜索关键词的首页搜索结果。用两组独立样本非参数检验分析中美服务搜索的搜索设置和搜索结果的差异。[结果/结论]中美服务搜索在搜索精度、提供历史搜索词、提供排序选项等约1/3的调研项目上无显著差异。中国在提供热搜词、相关词等功能上优于美国,美国在模糊搜索、提供标准用词、目录搜索等功能及搜索结果数量上优于中国。研究发现服务资源地理分割现象是导致服务搜索难以精确定位的重要因素。解决方案首先是通过持续更新的政务服务同义词、近义词词表来构建用户和政府机构在领域知识上的桥梁,然后通过智能匹配3个地理要素来实现精确定位,还可以通过搜索引擎优化(SEO)使平台服务资源数据便于被搜索引擎抓取。[Purpose/Significance]During the fast development of government service platforms in China,the service search engine is an essential functional module to help customers to locate services and get better served.Different from common search engine,the service search engine focuses on accuracy and faces the barrier of customers'lacking of domain knowledge.[Method/Process]Through literature review,the assessment items were picked from former search engine evaluation studies and selected especially for service search.The survey was carried out on 34 government web portals of the provinces in China and 51 web portals of the states in the U.S.For each website,13 search terms were used and the search results from the first page were collected.The differences between China and the U.S.are analyzed through Non parametric tests on two independent samples.[Result/Conclusion]There are about 1/3 items such as accuracy,providing history search terms,ranking choices etc.,which show no significant difference between China and the U.S.The service search engines in China provided better functions such as providing popular terms and related terms than those in the U.S.The service search engines in U.S.behaved better in functions such as fuzzy search,providing standard terms,searching by catalogs and search results quantity than those of China.The research also discovered that the phenomenon that the service resources are divided geographically is a key point of failures in searching.The first-step solution is to continue updating the vocabulary of synonyms so as to bridge the domain knowledge gap between customer and the government agencies.The intelligent matching between the three locations about a search is necessary to precisely target a service.Also,the SEO methods can be applied to make it easy for search engines to crawl the data of government services.

关 键 词：中国 美国 政府网站 政务服务 搜索引擎 平台 评价 电子政务 

分 类 号：D035-39[政治法律—政治学]