| 吴耀,邹文兵,孙伦,张博文,黄冰蝶,钱晨雨.“设计+”推动政务服务改革应用策略研究——以浙江“最多跑一次”为例[J].包装工程,2022,43(24):330-336. |
| “设计+”推动政务服务改革应用策略研究——以浙江“最多跑一次”为例 |
| Application Strategy of "Design+" in Promoting Government Service Reform |
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| DOI：10.19554/j.cnki.1001-3563.2022.24.039 |
| 中文关键词: 服务设计 政务服务改革 设计驱动 交叉设计 |
| 英文关键词: service design government services reform design-driven cross design |
| 基金项目:浙江省高校重大人文社科攻关计划项目(2021QN029) |
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| 中文摘要: |
| 目的 对设计驱动政务服务实施策略进行梳理和分析，探索服务设计对于政务服务改革的重要能动作用和实施策略。方法 对用户体验的研究思路、架构研究、体验要点等层面进行梳理，结合浙江省“最多跑一次”政务服务品牌改革过程的典型案例，从政务服务的服务传递层设计、服务设计结果、价值创造层设计三个环节进行分析，探讨设计服务政务改革的能动作用。结论 在政务服务改革中，服务设计作为设计驱动的一种重要形式，在变革改善体验、通过闭环监控改善服务、评价并优化公共服务和影响等方面将发挥着重要作用。提出设计服务在政务改革过程中，可从用户层、触点层、数据层、决策层等开展政务服务体验设计研究，得出其对于政务服务改革过程中精准信息传播、公众参与制度价值、服务评审机制设计的影响。 |
| 英文摘要: |
| The work aims to explore the significant dynamic role of service design in government services reform and the corresponding implementation strategies by sorting out and analyzing the implementation strategies of design-driven government services. The research ideas, architecture research, and experience essentials of the user experience were sorted out. In combination with the typical case of one-stop service model in the government services reform of Zhejiang Province, the analysis was carried out from three aspects of government services such as the design of the service delivery level, the service design result and the design of value creation level to further discuss the dynamic role of design service in government services reform. In the government services reform, the service design, as a key form of design drivers, plays a significant role in reforming user experience and improving services and evaluating and optimizing public services and impacts through closed-loop monitoring. In the government services reform, it is proposed to conduct a study on the government services experience from the user level, contact level, data level, and decision-making level to evaluate the impact of service design on the dissemination of accurate messages, the value of public participation mechanism and the design of service evaluation mechanism in the government services reform. |
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