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

 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.

ICEIS 2011 - 13th International Conference on Enterprise Information Systems

552

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.

REFERENCES

China Software Test Centre, 2010. Report. 2010 China

government websites performance evaluation research.

John Heintz. 2003. Migration of government information

products to the Internet Portal. Libraries and the

Academy.

United Nations. United Nations Conference on Trade and

Development. 2001. E-Commerce and Development

Report.

Carrow, John C. 2001. Five Keys to E-government.

Interactive Week.

Judy Lamont. 2002. E-government Solutions Centre and

Awards. Federal Computer Week.

SERVICE-ORIENTED GOVERNMENT WEBSITES CONSTRUCTION RESEARCH

553