政务服务数字人:理论诠释、实践困境与因应路径  

Digital Humans for Government Services:Theoretical Interpretation,Practical Dilemmas and Corresponding Paths

作　　者：韩啸[1] 李静怡 马亮[2] HAN Xiao;LI Jing-yi;MA Liang(University of Electronic Science and Technology of China,Chengdu 611731 China;Peking University,Beijing 100871 China)

机构地区：[1]电子科技大学,成都611731 [2]北京大学,北京100871

出　　处：《电子科技大学学报（社科版）》2024年第6期34-43,共10页Journal of University of Electronic Science and Technology of China(Social Sciences Edition)

基　　金：国家社会科学基金重大项目(23&ZD080);四川省哲学社会科学重点研究基地资助项目(SC23E046);四川省科技厅计划项目(2023JDR0010).

摘　　要：不同技术条件决定着政务服务方式及其有效程度。当前,集成了众多新技术特征的数字人,为政务服务又一次转型升级提供了机遇,也提出了挑战。理解政务服务数字人不仅是认识政务元宇宙的重要前提,更是把握数智化发展趋势的关键。本研究从信息、服务和系统三个方面出发,构建理论框架对实践中的政务服务数字人进行透视,发现其在信息丰富性、服务可供性和交互同步性方面具有显著优势。通过调研发现,我国政务服务数字人在建设管理、责任界定、技术标准、数据共享与应用场景等方面存在明显短板,并有针对性地提出摆脱实践困境的对策建议。Different technological conditions determine the way government services are provided and their degree of effectiveness.At present,digital humans,which integrate many new technological features,provide opportunities and pose challenges for another transformation and upgrading of government services.Understanding digital humans for government services is not only an important prerequisite for recognizing the government metaverse,but also the key to grasping the development trend of digital intelligence.This study builds a theoretical framework from the three aspects of information,service and system to provide a perspective on digital humans for government services,and finds that it has significant advantages in terms of information richness,service affordance and interactive synchronicity.Through the research,it is found that there are obvious shortcomings in digital humans for government services in terms of construction management,responsibility definition,technical standards,data sharing and application scenarios.Targeted countermeasures are proposed to get rid of the practical difficulties.

关 键 词：数字人 政务服务 丰富性 可供性 同步性 

分 类 号：D630[政治法律—政治学]