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政府网站场景式服务针对特定服务主题,模拟用户办事实际情况,主动为用户提供服务,作为一种新的政府网站服务模式,场景式服务可以更好地为用户提供人性化、个性化和专业化的服务。本文阐述了场景式服务的内涵和特点;例举并分析了“深圳政府在线”、“国家税务总局”、“首都之窗”等政府门户网站场景式服务的特色和做法;提出了对政府网站场景式服务的若干思考:场景式服务是政府网站主动为公众提供人性化服务的最佳模式之一,公众常用、复杂、跨部门的服务事项更适于作场景式服务主题,我国政府网站的场景式服务程度还有待于进一步深化。
As a new government website service model, Scenario-based service can better provide users with humanization, personalization and specialization. For example, Scenario-based service of government website aims at specific service topics, simulates the actual situation of users and provides services to users actively Service This paper elaborates the connotation and characteristics of scene service, and illustrates and analyzes the features and practices of scene service of government portals such as “Shenzhen Government Online”, “State Administration of Taxation”, “Capital Window” and other government portals ; Put forward some thinking on the scene service of government website: Scene-based service is one of the best modes for the government website to provide human-oriented service to the public actively. The common, complicated and inter-departmental service matters are more suitable for scene service Theme, the scene service level of our government website needs to be further deepened.