基于匹配度的政府服务渠道、用户与服务整合

Integration of Governmental Service Channel， User and Service Based on Matching Degree

摘要:

针对网络、电话和现场三类主要的公共服务渠道，构建服务渠道、服务与用户三要素的评测指标，进一步提出三要素匹配度的概念及测算方法，最后给出进行三要素整合的方法模型，通过实例验证了方法的有效性.结果表明，该决策方法可以为政府规划服务渠道提供有益参考，优化渠道互补结构、整合渠道模式是最佳的服务传递途径.

Abstract:

According to the three main public service channels, the web channel, the telephone channel and the field channel, the study sets up the evaluation indexes about service channel, service and users. The concept and calculation method of the matching degree of the factors are proposed, and the model integrating the three factors is given and verified by a case study. The proposed decision model proves helpful for the government in service channel planning and structure of channel optimizing. The integrated channel model is the best way for service.