SERVICE-ORIENTED GOVERNMENT WEBSITES
CONSTRUCTION RESEARCH
Ran Tang, Zhenji Zhang and Yue Yin
School of Economics and Management, Beijing Jiaotong University, Beijing, China
Keywords: Service-oriented government, Government website.
Abstract: With the deepening of internet applications and services in all levels of society, and in the background of the
leading countries in e-government continuing to strengthen the government website, building service-
oriented government website has become an effective means of entirely new way to promote the
administrative system. User, presentation, content and insurance consist of the framework of service-
oriented government website.
1 INTRODUCTION
Since the State clearly stated, “E-government first,
driving the development of national economy and
social information” strategy, China has been the
rapid development of e-government, information
technology continue to highlight the leading
position, E-government construction has become
important content and main driving force of the
government deepen administrative restructuring.
Government websites as a front desk and portals,
ownership rate has steadily increased, functional
positioning has been increasingly clear, the content
has been continuously enriched, and government
websites have played an active role in China's
economic development and social life, and gradually
developed as an important platform and window into
our government for the provision of services to the
public and businesses.
2 DIRECTION OF
DEVELOPMENT OF
GOVERNMENT WEBSITES
With the deepening of the administrative system to
promote, the object location that “speed up building
the service-oriented government that the people are
satisfied "becomes more explicit, “ensuring
economic growth, ensuring the people's livelihood”
has become the starting point and the end result for
all the work of the government. Meanwhile, with the
deepening of internet applications and services in all
levels of society, and in the background of the
leading countries in e-government continuing to
strengthen the government website, building service-
oriented government website has become an
effective means of entirely new way to promote the
administrative system.
2.1 Building Service-oriented
Government is a Necessary
Requirement of the
Service-oriented Government
In recent years, the state leaders repeatedly
emphasized that the significance of building service-
oriented government, and make the service-oriented
government as the direction of administrative reform.
Building service-oriented government is the
direction and important task to speed up
administrative reform. Government websites as an
important platform and window to provide
information and services for the public, should be
based on user demand, constantly improve the
public service system, enhance the capacity of basic
public services, This is a necessary requirement to
build service-oriented government.
550
Tang R., Zhang Z. and Yin Y..
SERVICE-ORIENTED GOVERNMENT WEBSITES CONSTRUCTION RESEARCH.
DOI: 10.5220/0003587405500553
In Proceedings of the 13th International Conference on Enterprise Information Systems (SSE-2011), pages 550-553
ISBN: 978-989-8425-53-9
Copyright
c
2011 SCITEPRESS (Science and Technology Publications, Lda.)
2.2 Building Service-oriented
Government is a Necessary
Requirement of the
People-Oriented Service Concept
People-oriented is the core of the scientific concept
of development, the fundamental purpose of sticking
to serving the people wholeheartedly and embodies
of the concept of governance. As an important
bridge and vehicle of a modern government and the
public and businesses, government websites will
focus on the public and business users instead of the
government functions, focus on the basic needs of
the people's livelihood,enhance document handling,
business start-up, accreditation and other areas of
service planning and provision. Building service-
oriented government websites is a necessary
requirement of “people-oriented, user-centred”.
2.3 Building Service-oriented
Government is a Necessary
Requirement of the World's
Leading Government Websites
The practice of United Nations, the European Union
and other e-government performance evaluation and
international leading government websites show that
user-centred, need-oriented, people's livelihood and
business services focused, provides integration of
public services for the public and business, and in
accordance with user objects and service theme,
organize services such as integration and the scene,
is the universal law of an international leading
government websites. China's government websites
should learn from the world's leading ideas and
methods of construction websites.
3 ADVANCED EXPERIENCE
AND UNIVERSAL LAW OF
INTERNATIONAL LEADING
GOVERNMENT WEBSITES
Performance evaluation results of United Nations,
the European Union and other government websites
show that: user-centred, need-oriented, providing
practical and easy using online service is the
universal law of international leading government
websites.
3.1 Service Pertinency
Through the study of the United States, Canada, UK,
Singapore and other international leading
government websites, we could find that the services
provided by government websites focused on public
education for the community, health, transport,
employment, social security, housing, family, tax
and other fields, and business-oriented business start,
accreditation, tax payment, human resources, import
and export, intellectual property and other fields.
Services of these areas are important content of
government websites.
For example, public service in British
government website covered vehicles services,
education and learning, personal tax, family
community, tourism and transportation, business-
oriented services, including business start-up,
financial donations, tax rebates, sales markets,
international trade etc..
3.2 Service Applicability
United States, Canada, UK and international leading
government websites fully reflect the needs of users
as the center of the service concept, make
comprehensive integration of government resources,
administrative resources and public services, provide
a wealth of information and services, and have very
strong practicability.
3.3 Service Channel
UK, USA, the Netherlands government websites
start from the applicability of the services, user
need-centered, to facilitate the users to use, problem
solving-oriented, to refine the classification of
clients on the whole society. In accordance with the
user object, work processes, services, resources,
these websites make organization of services scene,
etc., to provide the public with convenient, efficient
and practical service.
3.4 Service Quality
While world's leading government websites making
resource integration, they emphasis on site-building
specifications of information and services. For
example, British government website has integrated
all the medical establishments in the state, and
publish the information according to the unified
norms and standards, including hospitals register
information, user rank score information etc.. In the
medical information page, British government
SERVICE-ORIENTED GOVERNMENT WEBSITES CONSTRUCTION RESEARCH
551
website provide general information, departments
and services, medical facilities, feedback
information, maps and contact information etc., and
effectively protect the normalization of information
and services.
4 FRAMEWORK AND CONTENT
OF SERVICE-ORIENTED
GOVERNMENT WEBSITE
On the basis of research of China administrative
system, the requirement of service-oriented
government website, government functions, user’s
actual demand, and development tendency of
international leading government websites, the
authors propose the reference model of service-
oriented government website, including user level,
presentation level, content level and insurance level.
4.1 Framework
4.1.1 User Level
User level is the driving force of service-oriented
government website construction. Service-oriented
government websites must always put the user as the
center of the construction, put the needs of the user
as guide for the site construction, put customer
satisfaction as the ultimate measure of the level of
government performance standards. This is a point
of departure of service-oriented government website
content design and implementation, is also embodies
of "people-oriented" concept of service-oriented
government.
4.1.2 Presentation Level
Presentation level is window of government
websites and support of services. It has direct impact
on user perception of the situation of government
website. Service-oriented government website must
combine with user’s need and use habit, according to
intergration, streamline, scene etc. to organize the
website content. Also, humanity navigation,
integration of service resources around the process,
make government websites convenient and easy to
use.
4.1.3 Content Level
Content level is the core of service-oriented
government website, is foundation of government
website to provide service to social public. Service-
oriented government website should focus on ensure
and improve the people’s livelihood, focus on ensure
the lawful rights and interests of citizen and
enterprise, focus on transparent and democratic
decision making. This is the most important content
of service-oriented government website construction.
4.1.4 Insurance Level
Insurance level is premise of service-oriented
government website to provide service, including
service consciousness, mechanism insurance and
content insurance etc..
In terms of service consciousness, government
departments and staff should have complete idea,
establish service consciousness of “people-oriented,
user-centred’.
In terms of mechanism insurance, there should
be thorough institution and reasonable mechanism,
providing legal basis and organization insurance for
the service system.
In terms of content insurance, there should be
normative content insurance system, insuring
website content timely, exact, and practical.
4.2 Core Content
Promoting the level of people’s livelihood is the key
to increase performance of service-oriented
government website. Service-oriented government
website as window of government to face the public,
must serve the overall situation “economic growth,
ensuring the people's livelihood” and make
“ensuring and improving the people's livelihood”
starting point and the objective of service-oriented
government website construction.
Ensuring the lawful rights and interests of citizen
and enterprise is important content of service-
oriented government website construction. Service-
oriented government website as window of
information and service should deeply analyse the
need of social public in these areas. On that basis,
integration of service resource in all departments,
make service-oriented government website as
important platform of ensuring the lawful rights and
interests of citizen and enterprise.
Realizing transparent government and
democratic decision-making, is an important target
of service-oriented government website construction.
Service-oriented government website as the first
platform of government information disclosure,
should carry out government information
disclosure regulation , publish government
information timely and exactly.
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5 CONCLUSIONS
User, presentation, content and insurance consist of
the framework of service-oriented government
website. Among them, user’s need is directive of
government website construction, content
construction is core of government website
construction, and they are key of service-oriented
government website’s location and performance
level. All work of government website should be
closely around the basic task that establishes the
government public service system that is suitable to
conditions of our country, to benefit all the people,
fair, moderate level, sustainable development. Also,
we should deeply analyze user’s need, enhance
service ability, organize the content reasonably,
found and improve the insuring mechanism. Service-
oriented government website should be forward
position of service-oriented government construction.
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John Heintz. 2003. Migration of government information
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United Nations. United Nations Conference on Trade and
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Report.
Carrow, John C. 2001. Five Keys to E-government.
Interactive Week.
Judy Lamont. 2002. E-government Solutions Centre and
Awards. Federal Computer Week.
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