2022中國省級移動政務(wù)服務(wù)報告-57正式版

1001001001?????崶???乭 003?????崶??? 007??????巾 011??????? 015??????? 021?????ぬ孲 0428002001ょ孲???準????????╢???『??????挿嫳?懅?????柔???╃????⒈????╢???ぬ崰?????嫳??????儖?偁????槫▃???と??????????偋???棔?⒈?毾????????槫????╡??▃?????惞╊?????柔?╃?????ガ??『ぬ崰??嬳????嫳?憒????????め???兾????嵦???????〆????╡??????┺??????╜???╉?╃??態(tài)????????????副?????????崛?╉??????枷毾????????⒉?????柂?╪???????毾準?╃????????????????候???????▼??2021 2022002?????崶???乭003??崶?乭???????崶???乭?????崶???乭???╉????彌?????????嫳???彧?↑揦????崶?偁毾??倶倹??崚?????╃廽??┿櫺慍妾?嵵???????????▼??『ひ╃???????〆?????『▃??????╜??????桲嫳????副?????????33%17%23%14%13%????崶???乭004??崶?乭╡ㄉ甲╡ㄉ???????????廩????巓ン?崪??????昛??倘??唩?唩╈??????〆?????????????甲????橑???????????橑?????娝??╈?????扯?ひ橑????????〆??╜????????副?????甲?????????????毾??????????????????〆???汊棖╉?二?????????????????????????巓ン?嵌????????╜?崛???????副???債?嵬??株???????????????????┴???????亙????╜?????????????????????〆??005??崶?乭姚??????崶???乭006?????崶???007崶??????????崶???崶?呵?崶?呵?????????欈????『卜?ひ╃???????$33〆?????〆?兾ひ╃??????、〆????慍妾??核????▼╃??????倱???????$33〆??憰??L26〆??????????$33〆????$QGURLG?嫳〆??????????$33〆??偏??慊?倱??〆?ㄠ???、?姚???姚????????〆???008評估方法注：湖南省移動政務(wù)服務(wù)APP應(yīng)用“新湘事成”近期已在各應(yīng)用市場下架報告認為，以上各類APP應(yīng)用和小程序應(yīng)用都是代表當?shù)卣疄楣娞峁┮苿诱?wù)服務(wù)的渠道，以保障用戶選擇不同服務(wù)端獲得政務(wù)服務(wù)的權(quán)利，且用戶通過不同服務(wù)端感受到的服務(wù)體驗應(yīng)該是一致或相近的?？紤]到移動政務(wù)服務(wù)APP應(yīng)用是目前唯一各省份都已推出的移動政務(wù)服務(wù)端，為保證評估樣本的一致性和可比性，報告將目前全國31個?。ㄗ灾螀^(qū)、直轄市）和新疆生產(chǎn)建設(shè)兵團（不含港澳臺）開發(fā)和運營的移動政務(wù)服務(wù)APP應(yīng)用作為評測用戶感受的評估對象（如表2所示），并以各省份政務(wù)服務(wù)官網(wǎng)上提供的版本為準，同時參考了iOS應(yīng)用市場和Android主要應(yīng)用市場（華為、小米、OPPO、vivo、榮耀）中上架的移動政務(wù)服務(wù)APP應(yīng)用。009評估方法2.2數(shù)據(jù)采集報告采用“技術(shù)測試+觀察體驗+文本分析”等方法對我國省級移動政務(wù)服務(wù)應(yīng)用的“掌上好辦”水平進行了數(shù)據(jù)采集和分析。數(shù)據(jù)采集時間截2022年7月10日。首先，報告通過技術(shù)測試對移動政務(wù)服務(wù)APP應(yīng)用的性能表現(xiàn)和技術(shù)安全進行了測評。同時，報告還專門招募了體驗官，在經(jīng)過系統(tǒng)培訓后，對各地移動政務(wù)服務(wù)應(yīng)用的實際使用感受進行了體驗和評估，并對每位體驗官的評估結(jié)果通過交叉檢驗和專人復核，以最大程度消除因評估個體差異所產(chǎn)生的數(shù)據(jù)偏差。報告還對各主要應(yīng)用市場上用戶發(fā)布的真實評分數(shù)據(jù)進行了采集和分析，對移動政務(wù)服務(wù)APP提供的隱私政策和用戶協(xié)議進行了系統(tǒng)的文本分析。技術(shù)測試 觀察體驗 文本分析2.3指數(shù)計算方法∑（可得性指標分值）×13%+∑（有用性指標分值）×33%+∑（易用性指標分值）×23%+∑（滿意度指標分值）×14%+∑（安全感指標分值）×17%010??????巾011?巾????????巾評崶估?偅結(jié)?果如姚表3所?示?，?目?前?全國“?掌?上??好辦”??指?數(shù)平??均分為52.84分?，??標?準?差為?10.38。?各?省?份的?“?掌?上??好辦”?水?平仍?存在較惵大差異ぴ，?但相?較惵去┭年?（┭去年?標?準?差為?12.75），??差距彏有?所?減?小。?從?五個?維偦度?的?橫?向▃比?較惵來?看?，??有?用甲性態(tài)這?一偦維?度?的?地區(qū)杦間差ぴ異?仍?最?為?明?顯?。姚????????〆???012?巾??ㄉ???汊?槫???????〆?????崖崳?努崸??????ガ???偋??卜慻???????????棔?偏??????????厜?五??棔?偏???扯副??棔???厜?????嵟??姚愰憌??厜崰崓?┼???、???崠???嬶?棔????〆?扯???????????底????倱??棔??????倱??副????ㄉ???汊?槫??013?巾???ㄉ????槫?????????倱??櫟???????〆???副?╜???副????????$33〆??ひ?卜????????$33〆??”?????彚???????副?惵??倱??彚?憌?????????????????$33副?????汊樃彚?憌??槫???倱???棔??????副????槫????????崠???嬶?棔?╜?惵??????候崖崳???????ㄉ????槫??014???????015??????????候?????偮???姚???????????╡????偮??候??????ㄉ?廷愹??慍??候$????嬙ㄉ?廷愹??慍??候$??????呁??挿????慍??候$?????偮???A+70分以上A-[60,65)分B[40,50)分016????????偮?????杦???樎古廼?姚?嵗??偮?????廼汊????????惵汊???嫳核???扚????挿????嬙扚??姚?惵??古?60-65????偮????杦?017????槫偦??????棔?姚???愰????????棔姚????愰????╡ㄉ姚??厞?愰????兾???棔慊?惵???杦?愰???????╡ㄉ?????????株??槫偦??ㄉ?姚????????槫偦???呁??嬙???╡ㄉ偦?唩ㄉ$??????????偦?唩ㄉ$????????偦?唩ㄉ$???????偦?唩ㄉ$??凵?愯?嘋╖??呁??偦?唩ㄉ$?????╡???018?????????????????019??????????????????020???????021??????????╡ㄉ甲╡ㄉ???副憌愹??懅唩?唩╈??????〆???⑷?嫸???????慐憌┼”?????候偦??嫸??嫸?????????〆?????關(guān)???櫟??????儖???め?慴關(guān)????????〆?旺關(guān)?儖?????〆?副??關(guān)??????????慃??????關(guān)?????曱具?????關(guān)????め??呁??嬙?????曱惺?め????〆??棔崰崓?慊??嵟楥惷???副????呁?慴關(guān)??022???櫟?????????〆?旺?櫟????〆?副?????╃??????????〆??杚??櫟???????枷⒈????????〆?旺 ???〆??副?崰??杚??╕???????????????????????(1*/,6+?呣??????め????〩??????判?????????枷⒈?棔????懅?????╡憌愹????慍??卜????????????唩ㄉ??毾??卦?慃??⑷??唩╈毾?卦?槫????唩╈????副憌愹僃〆??慣??????$33〆???╡憌愹僃┼ㄠ???唩╈???????、〆??????????$33〆?唩╈?棔?憰??????僃欈槧欈??$33?偦??慣???憰??L26〆?$QGURLG?嫳〆?扯???╡??慣?$33〆???扯???╡??慣?$33〆??023??座????僃??$33唩╈彡ヶ?、〆?唩╈?棔?憰???僃??ㄠ??、??、??偦????憰???╡憌愹??????????暠崿ㄠ????五?〆????????、〆????????僃???、唩╈彡ヶ024??毾?卦????????唩╈???????$33〆??、〆????毾???卦?慃?ヅ???????????$33〆??、〆?????卦?????憰?????????$33〆??、〆?ツ??慢???卦?態(tài)??????〆?偋????棔毾???????$33??ㄠ??、 ??? 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