景观与本真:政务服务智能化的价值反思与实践向度  

Landscape and Authenticity:Value Reflection and Practical Orientation of Intelligent Government Services

作　　者：甘甜 门垚 GAN Tian;MEN Yao(School of Government,University of International Business and Economics,Beijing,100029;School of Public Administration,Central South University,Changsha,410075)

机构地区：[1]对外经济贸易大学政府管理学院,北京100029 [2]中南大学公共管理学院,长沙410075

出　　处：《江南大学学报（人文社会科学版）》2024年第3期60-70,共11页Journal of Jiangnan University：Humanities & Social Sciences Edition

基　　金：国家青年社科基金项目“综合行政执法改革背景下基层政府条块协同体制机制创新研究”(23CZZ032)。

摘　　要：政务服务智能化是推进数字政府建设的重要方向,但在实践中也出现了一些令人担忧的情况:脱离公众实际诉求和能力,成为展示政府形象的“景观”。通过梳理智能搜索、智能问答、智能推送三类智能政务服务的功能、技术、场景与机理,结合其实践应用情况,发现政务服务智能化存在公共价值偏离的风险,表现为数字负担加重、数字鸿沟扩张与数字悬浮显现。疏解这些问题需要回归智能政务服务的“本真”:政府运用智能技术来有效回应公众的公共服务需求,构建高效、公正、开放的治理机制。应当着眼于减轻基层政府的数字负担,完善政府与公众的互动机制,增进智能政务服务的公平可及,从而推进政务服务智能化的实践进程。Intelligent government services is an important goal to promote the construction of digital government,but in practice there are some worrying situations:it is detached from the public's actual demands and capabilities,and has become a‘landscape’to display the government's image.By combing the functions,technologies,scenarios and mechanisms of the three types of intelligent government services,namely,intelligent search,intelligent Q&A and intelligent push,and combining them with their practical applications,it is found that there is a certain degree of risk of deviation from public value in the intelligentization of government services,which is manifested in the aggravation of the digital burden,expansion of digital divide,and the emergence of digital levitation.To solve these problems,it is necessary to return to the true nature of intelligent government services:the government should use intelligent technology to effectively respond to the public's demand for public services and build an efficient,fair and open governance mechanism.The aim should be to reduce the digital burden of grass-roots governments,improve the interaction mechanism between the government and the public,and enhance the fairness and accessibility of smart government services,so as to promote the practice of intelligent government services.

关 键 词：政务服务智能化 价值反思 实践向度 景观 本真 

分 类 号：C916[经济管理]