摘要
作为应对社会复杂性的治理策略,政务服务极简化旨在通过数字技术优化政务流程以进一步提升服务效率和效能.然而,"技术—组织"复合驱动机制孕育多重风险:包括事务负担超载、数据泄露和网络攻击在内的系统崩溃、选择性服务与民众情绪激化以及地区数字化"孤岛效应"放大等.究其原因,在于技术与组织之间的短板相互掣肘推动风险的聚合与叠加:技术赋能锁定组织陷入"负能"循环、技术嵌入后形成对组织的"反操控"、技术工具理性排斥组织公共价值以及技术"锦标赛"刺激地方拉大差距等.因此,推进政务服务极简化需要更审慎考虑和细致规划,在追求技术治理优势的同时,平衡技术创新与组织效能,确保技术进步与社会公正的兼容性和可持续性.
Abstract
As a governance strategy to address the complexity of society,government service simplification aims to optimize government processes through digital technology,thus further enhancing service efficiency and effectiveness.However,the"technology-organization"composite driving mechanism breeds multiple risks:overloaded transaction burden,system crashes including data breaches and cyber attacks,intensified selective services and public emotions,as well as the amplification of regional digital"island effects".The root cause lies in the mutual constraint between technology and organization,which drives the aggregation and superposition of risks:technology empowerment locks the organization into a"negative energy"cycle,technology embedding forms a"anti-manipulation"of the organization,technology tool rationality excludes the organization's public value,and technology"tournaments"stimulate local disparities.Therefore,to enhance government services requires more careful consideration and meticulous planning,as well as a balance between technological innovation and organizational efficiency while pursuing technological governance advantages,thus ensuring the compatibility and sustainability of technological progress and social justice.
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