基于用户需求的政策文本标准化与智能服务策略——以平湖市政策文件标准化为例  

Research on Standardization of Local Policy Text and Intelligent Service Strategies Based on User Needs:Taking the Standardization of Policy Documents in Pinghu City as an Example

作　　者：刘丽珍[1] LIU Lizhen

机构地区：[1]华东政法大学政府管理学院

出　　处：《秘书》2023年第6期58-69,共12页Secretary

基　　金：浙江省平湖市委托项目“平湖市政策与文件标准化研究”(D-6901-22-175)。

摘　　要：随着我国电子政务的发展,地方政务实践已取得阶段性成果。各级政府发布的政策数量越来越多,用户快速有效地获取所需政策文件尚存在诸多障碍。各地政府建设的政务网站具有不同的功能模块和信息资源整合方式,在此背景下,从满足各类用户不同层次的需求出发,对政策文本进行结构化解析,实现地方政策文本标准化,优化政务标签,方便政策制定者利用关键词和模板快速制作文件;将文件结构化入库,方便用户自动、快速、有效地获取符合自身需求的政策文件,形成政策文件从供给端到需求端的契合机制,打通政策到人的最后一公里,是地方政务服务发展的必然要求。通过对政策文本标准化和政务信息资源整合方式的研究,探索如何通过用户画像匹配有效的政务数据信息,为地方政府实现政务服务管理的标准化和智能化提供建议,从而提高政务服务效率和用户满意度。With the development of Chinese e-government,local government practice has achieved phased results.The number of policies issued by local governments is increasing,and there are still many obstacles for users to obtain the policy documents they need quickly and effectively.In the context of local governments establishing government websites with different functional modules and information resource integration methods,starting from meeting the needs of various users at different levels,lengthy policy texts are structured and analyzed,local policy texts are standardized,and government service labels are optimized.It is convenient for government officials to quickly formulate documents through keywords and templates,and store the documents in a structured manner,so that users can automatically,quickly and effectively obtain policies forming a matching mechanism for policy documents from the supply side to the demand side.The last mile for people is an inevitable demand for the development of local government services.By studying the standardization of policy texts and the integration of government information resources,this paper explores how to match effective government data information through user portraits,and provides suggestions for local governments to realize standardized management of government services,thereby improving government service efficiency and user satisfaction.

关 键 词：用户需求 政策文本 政务服务 

分 类 号：D63[政治法律—政治学]