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

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.

Key words:public service; service channel; user; integration