摘 要：信息化的快速发展为公共事业管理带来了新的机遇与挑战，传统管理模式已难以满足日益增长的社会需求。本研究以信息化背景下公共事业管理流程再造为核心，旨在通过优化管理流程提升公共服务效率与质量。研究采用文献分析、案例研究与实证调查相结合的方法，深入探讨了信息化技术在公共事业管理中的应用机制及其对流程再造的影响路径。研究发现，基于信息化的流程再造能够显著提高管理效率，增强服务透明度，并促进公众参与。同时，研究提出了一个集成化的框架模型，用于指导公共事业管理部门实施流程再造。创新点在于将信息技术与管理理论深度融合，构建了适应信息化时代的公共事业管理新模式，为相关领域的实践提供了理论支持与操作指南，具有重要的学术价值和实践意义。
关键词：信息化；公共事业管理；流程再造
Abstract：The rapid development of informatization has brought new opportunities and challenges to public service management, making traditional management models increasingly unable to meet the growing social demands. This study focuses on the process reengineering of public service management under the context of informatization, aiming to enhance the efficiency and quality of public services through the optimization of management processes. By integrating literature analysis, case studies, and empirical investigations, this research thoroughly examines the application mechanisms of information technology in public service management and its influence pathways on process reengineering. The findings indicate that informatization-based process reengineering can significantly improve management efficiency, increase service transparency, and promote public participation. Furthermore, an integrated fr amework model is proposed to guide public service management departments in implementing process reengineering. The innovation of this study lies in the deep integration of information technology with management theory, establishing a new model for public service management adapted to the era of informatization. This provides theoretical support and operational guidance for practical applications in related fields, demonstrating significant academic value and practical implications.
引言 1
一、信息化与公共事业管理概述 1
(一)信息化对公共事业的影响 1
(二)公共事业管理的核心特征 2
(三)流程再造的理论基础 2
二、信息化背景下流程再造的需求分析 3
(一)当前公共事业管理的问题 3
(二)信息化驱动的变革需求 3
(三)流程再造的目标设定 4
三、流程再造的关键技术与实施路径 4
(一)数据驱动的流程优化方法 4
(二)信息技术在流程再造中的应用 5
(三)实施路径的设计与评估 5
四、案例分析与实践探索 6
(一)典型案例的流程再造实践 6
(二)成功经验与问题反思 6
(三)对未来发展的启示 7
结论 7
参考文献 9
致谢 9
关键词：信息化；公共事业管理；流程再造
Abstract：The rapid development of informatization has brought new opportunities and challenges to public service management, making traditional management models increasingly unable to meet the growing social demands. This study focuses on the process reengineering of public service management under the context of informatization, aiming to enhance the efficiency and quality of public services through the optimization of management processes. By integrating literature analysis, case studies, and empirical investigations, this research thoroughly examines the application mechanisms of information technology in public service management and its influence pathways on process reengineering. The findings indicate that informatization-based process reengineering can significantly improve management efficiency, increase service transparency, and promote public participation. Furthermore, an integrated fr amework model is proposed to guide public service management departments in implementing process reengineering. The innovation of this study lies in the deep integration of information technology with management theory, establishing a new model for public service management adapted to the era of informatization. This provides theoretical support and operational guidance for practical applications in related fields, demonstrating significant academic value and practical implications.
Keywords: Informationization；Public Utilities Management；Business Process Reengineering
引言 1
一、信息化与公共事业管理概述 1
(一)信息化对公共事业的影响 1
(二)公共事业管理的核心特征 2
(三)流程再造的理论基础 2
二、信息化背景下流程再造的需求分析 3
(一)当前公共事业管理的问题 3
(二)信息化驱动的变革需求 3
(三)流程再造的目标设定 4
三、流程再造的关键技术与实施路径 4
(一)数据驱动的流程优化方法 4
(二)信息技术在流程再造中的应用 5
(三)实施路径的设计与评估 5
四、案例分析与实践探索 6
(一)典型案例的流程再造实践 6
(二)成功经验与问题反思 6
(三)对未来发展的启示 7
结论 7
参考文献 9
致谢 9
