摘要
地方政府一般通过试点-推广机制推动公共服务数字化供给,但实践中公共服务数字化供给经常面临“试点有效、推广失效”的效能衰减困境。本文以上海市C区“一键通”智慧养老项目为例,构建“技术-组织-情境”动态分析框架,试图对公共服务数字化供给效能为何“由盛转衰”进行阐释。研究发现,公共服务数字化供给的效能衰减根植于试点-推广过程中公共服务结构性张力的重构、激化与锁定。项目试点阶段的服务效能源于特殊情境的建构,实现技术、组织与情境的暂时性适配。当项目推广时,形成“特殊情境解构-科层惯性反弹-情境脱嵌加剧-技术落地异化”的锁定效应,进而导致公共服务供给效能衰减。案例研究表明处在数字治理时代的试点-推广机制面临更多的绩效不确定性。
Local governments typically promote the digital delivery of public services through pilot-extension mechanisms.In practice,however,such digital initiatives frequently encounter the“effective in pilots but ineffective at scale”paradox,manifesting as an efficacy attenuation dilemma.Taking Shanghai’s District C“one-click access”smart elderly care program as a case study,this paper constructs a dynamic“technology-organization-context”analytical framework to elucidate why the effectiveness of digital public service delivery transitions from initial success to decline.The study reveals that the attenuation of effectiveness in digital public service delivery is rooted in the restructuring,intensification and locking-in of structural tensions during the pilot-to-scaling process.During piloting,service effectiveness stems from the construction of specific contexts that achieve temporal alignment among technology,organizations and environments.When scaling up,however,a lock-in effect emerges characterized by“deconstruction of contextual specificity——rebound of bureaucratic inertia—accelerated disembedding from contexts—alienation of technology implementation”,culminating in the deterioration of public service delivery efficacy.The case study indicates that the pilot-extension model embedded in the digital governance era may face more performance uncertainty.
作者
付建军
李嘉楠
Fu Jianjun;Li Jianan(School of Government Management,East China University of Political Science and Law,Shanghai 201600)
出处
《甘肃行政学院学报》
2025年第3期38-50,共13页
Journal of Gansu Administration Institute
基金
国家社科基金青年项目“城市基层公共服务数字化供给中的应用场景建设模式及其优化研究”(22CZZ028)。
关键词
公共服务供给
基层治理
智慧养老
数字化转型
Public service supply
Grassroots governance:Smart elderly care
Digital transformation
