政府门户网站政民互动研究——基于自然资源部门户网站公众留言的实例分析  

Research on government-citizen interaction on government portal websites:a case analysis based on public comments on the portal website of Ministry of Natural Resources

作　　者：侯一俊 杨征 陈卉 谢敏 徐晓婧 马连刚 HOU Yijun;YANG Zheng;CHEN Hui;XIE Min;XU Xiaojing;MA Liangang(Information Center of Ministry of Natural Resources,Beijing 100812)

机构地区：[1]自然资源部信息中心,北京100812

出　　处：《自然资源信息化》2024年第5期47-53,87,共8页Natural Resources Informatization

基　　金：自然资源部部门预算项目(121101000000180050)。

摘　　要：公众留言作为数字政府建设的重要组成部分,发挥着政民互动的桥梁和纽带作用。为进一步提升自然资源部门户网站政务服务能力,本文选取2015—2023年自然资源部门户网站公众留言为研究对象,分析其对政府决策、服务改进等方面的影响,深入探讨公众留言在自然资源管理领域的重要作用、发展现状及存在问题。研究表明,自然资源部门户网站公众留言呈现数量持续增长,咨询内容更加广泛,公众比较关注政策、数据等内容,系统功能要求高等特点。网站公众留言对政府和公众之间的沟通和互动起到促进作用,为政府改进服务质量和效率提供了第一手资料,增强了政府的透明度和公信力,优化了政务服务平台功能。针对留言回应机制、政策解读力度、智能化程度、数据分析能力等政务服务能力不足的情况,应持续推动政民互动工作规范化与制度化,强化深入应用智能化手段,加强政策解读宣传,不断提高数据挖掘能力的建议。Public comments,as a crucial component of digital government construction,serve as a bridge and linkage role in government-citizen interaction.To further enhance the administrative service capacity of the portal website of Ministry of Natural Resources,this paper selects public comments from the website spanning from 2015 to 2023 as the research subject.It analyzes the impact of these comments on government decision-making and service improvement,and delves into the significant role,current status,and existing problems of public comments in the field of natural resources management.Public comments on the portal website of Ministry of Natural Resources exhibit characteristics such as a continuous increase in volume,a wide range of inquiry topics across various business areas,heightened public concerns in policies and data,and high demands for system functionality.These comments have effectively facilitated communication and interaction between government and the public,providing firsthand information for the government to improve service quality and efficiency.They have also enhanced government transparency and credibility,optimized the function of government service plaform.This paper further examines issues related to the response mechanism for comments,policy interpretation strength,the level of intelligence,and data analysis capabilities in government service capacity.It proposes suggestions such as continuously promoting the standardization and institutionalization of government-citizen interaction efforts,strengthening the in-depth application of intelligent technologies,enhancing policy interpretation and publicity,and continuously improving data mining capabilities.

关 键 词：数字政府 政府网站 政民互动 公众留言 政务服务 

分 类 号：D63[政治法律—政治学] F205[政治法律—中外政治制度]