中国电子政务发展报告（2024）
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中文摘要
党的二十届三中全会审议通过的《中共中央关于进一步全面深化改革、推进中国式现代化的决定》明确了进一步全面深化改革的总目标、时间表和路线图，阐明了中国式现代化的重要保障、必然要求、重大任务和重要基础，以及重要组成部分和根本保证等，为推进中国式现代化提供了根本遵循和前进方向。数字化已成为国家治理体系和治理能力现代化的重要时代场域，正在重塑经济社会的生产方式、消费模式和治理范式，拓展了国家治理新领域，提供了审视现实治理难题的新维度。本报告将“坚持以人民为中心”这一进一步全面深化改革的原则作为出发点，聚焦企业和群众办事的满意度、获得感，注重行政效能提升，强调面向公众需求，体现公众参与的过程。本报告通过比较分析法，纵向追溯了我国政务服务创新和政民互动的变化趋势，横向分析国际政府数字化转型的成功案例与先进经验，为我国政务服务的创新发展提供借鉴。本报告通过探讨AI、大数据等现代信息技术在政务服务中的应用，展现了技术赋能政务服务、提升社会治理效能的路径。同时，本报告运用案例研究法，呈现了我国地方在政务服务创新中的积极探索与显著成效，涵盖基层治理、医疗健康、司法等领域，探讨政务大模型、政企合作新模式等前沿话题，以期以点带面促进民生领域的改革。政务服务创新是电子政务演化发展的集中体现，全国一体化政务服务平台发挥着提升政府效能、优化营商环境、促进政民互动的重要作用。通过对当前政务服务创新实践的深入调研发现，我国政务服务创新相关政策不断发展：信息共享方面，我国政府网站从内容建设向政务信息资源管理迈进；平台建设方面，从开展信息惠民试点，发展到“互联网+政务服务”平台建设；服务过程方面，从政务服务“好差评”到政务服务热线，提升了用户体验的连续性、主动性和政府公信力；服务体验方面，从政务服务标准化到“一件事一次办”，对政务服务提出了更高要求。在较为完善政策体系的支持下，我国省级政府一体化政务服务能力持续增强，区域一体化政务服务能力普遍提升，服务事项数量持续增长，服务范畴不断拓宽。从国际视角来看，我国政务服务形成国务院办公厅统筹协调、其他部门紧密配合的有效管理机制；国家政务服务平台搭建了联通各省级政务服务平台与中央部门政务服务的桥梁，提升了服务的透明度和满意度；“最多跑一次”原则优化了政务服务和提升了用户体验。在进一步全面深化改革、推进中国式现代化的进程中，政务服务创新应向政务服务协同供给、政务服务价值共创、技术创新综合应用、数字红利社会共享的治理现代化迈进。
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