چالش‌های ارتقای سطح اثربخشی بنگاه های خدمات الکترونیک از نگاه سیاستگذاران دولتی

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استاد گروه مدیریت، دانشکده علوم اداری و اقتصادی، دانشگاه فردوسی مشهد

2 استادیار گروه مدیریت، دانشکده علوم اداری و اقتصادی، دانشگاه فردوسی مشهد

3 دانشجوی دکتری مدیریت دولتی (گرایش رفتار سازمانی)، دانشکده علوم اداری و اقتصادی ، دانشگاه فردوسی مشهد

10.29252/bar.2021.13733.3459

چکیده

ظهور فناوری اطلاعات و ارتباطات فرصت­های جدیدی را برای توسعه کشورها در سراسر دنیا به وجود آورده است. دولت الکترونیک  از پدیده­های مهم حاصل از به کارگیری فناوری اطلاعات و ارتباطات است که تحولات زیادی را در شیوه زندگی بشر امروزی ایجاد کرده و انتظارات جدیدی را بوجود آورده است. بنگاه­های خدمات الکترونیک دولت یکی از این کانال­های ارتباطی در ایران است که سازمان­های دولتی در آن به شهروندان خدمات ارائه می دهند. بر این اساس پژوهش حاضر با هدف شناسایی مسائل و چالش­های پیش روی این بنگاه­ها  صورت گرفته که در چارچوپ پارادایم تفسیری و رویکرد کیفی است. جامعه مورد نظر به منظور شناسایی چالش­ها، صاحبنظران و افراد مجرب و دست­ اندرکار  به ویژه در حوزه دولت الکترونیک و بنگاه­های خدمات الکترونیک در استان خراسان رضوی هستند . همچنین از روش شهودی قضاوتی و با استفاده از تکنیک نمونه‌گیری گلوله برفی جهت انتخاب متخصصان برای انجام مصاحبه­ها، استفاده شد. منبع اصلی اخذ داده­ها مصاحبه‌های کیفی با صاحبنظران است. تحلیل یافته‌ها به صورت تفسیری و متنی به روش تحلیل محتوای کیفی تلخیصی در بستر نرم‌افزار MaxQDA صورت گرفت و چالش های پیش رو در چهار حوزه حاکمیتی و سیاست­گذاری، سازمان های واگذار کننده خدمات، بنگاه­های خدمات و مشتریان آن­ها شناسایی شد. در نهایت نیز بر مبنای چالش­های شناسایی شده راه‌کارهایی در دو بعد سیاستی-رویکردی و اجرایی-عملیاتی ارائه شده است که از جمله آن­ها می­توان در بعد سیاستی-رویکردی به پذیرش بنگاه­های خدمات به عنوان یک موضوع ذیل حوزه اصلی دولت الکترونیک و تعیین نهاد متولی برای این بنگاه­ها اشاره نمود. همچنین در بعد اجرایی و عملیاتی نیز بازنگری و اصلاح آیین­نامه­ها و نیز استفاده­ از شاخص­های رتبه­بندی بنگاه­ها جهت حل مشکلات مربوط به توسعه کمی و نامتوازن بنگاه­های خدمات الکترونیک پیشنهاد می­شود.

کلیدواژه‌ها


عنوان مقاله [English]

The Challenges of Promoting the Effectiveness of E-Commerce Agencies from the Viewpoint of Government Policymakers

نویسندگان [English]

  • Mohammad Lagzian 1
  • Rouholla Bagheri 2
  • Yasaman Nowrouzi Nik 3
1 Professor of Management, Faculty of Administrative and Economic Science, Ferdowsi University of Mashhad
2 Assistant Professor of Management, Faculty of Administrative and Economic Science, Ferdowsi University of Mashhad
3 PhD. Candidate of Management, Faculty of Administrative and Economic Science, Ferdowsi University of Mashhad
چکیده [English]

The advent of information and communication technology today has opened up new opportunities for the growth and development of countries around the world. E-government is one of the important phenomena of the use of information and communication technology that has made many changes in the way of today's human life and has created new expectations. Governments need to use a variety of channels to deliver services that enable citizens to get the services they need at anytime, anywhere in the information technology context, to meet these expectations. Government service counter offices are one of the communication channels in Iran where government agencies provide services to citizens. Accordingly, the present study aims to identify the issues and challenges facing the counter offices in the framework of the interpretive paradigm and the qualitative approach. The target community is to identify challenges, experts, and practitioners, especially in the field of e-government and counter offices in Khorasan Razavi province. The intuitive judgment method was also used by snowball sampling technique to select the experts for the interviews. The main source of data is qualitative interviews with experts. The findings were interpreted in the context of the MaxQDA software and identified challenges in four domains of governance and policy making, service delivery organizations, counter offices and office customers. Finally, based on the identified challenges, strategies are presented in two policy-approach and executive-operational dimensions, which can be accepted in the policy-approach dimension of service firms as a subject in the field. The key to e-government and the institution of trustee for these firms is pointed out. In the executive and operational dimension, it is also suggested to revise and amend the bylaws as well as to use the ratings of firms to solve problems related to the quantitative and unbalanced development of e-services firms.

کلیدواژه‌ها [English]

  • Challenges and Solutions
  • E-Government
  • E-Business Agencies
  • Service Provider Channels
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