摘要
随着数字技术的迅猛发展，其在公共服务领域的应用已成为提升服务质量的重要手段。本研究旨在探讨数字技术如何优化公共服务供给模式，并通过案例分析与实证研究相结合的方法，揭示其具体机制与效果。研究选取了智慧城市、在线政务平台及大数据驱动的决策支持系统等典型应用场景，从技术实现路径、用户参与度以及服务效率提升等多个维度展开分析。结果表明，数字技术能够显著提高公共服务的可及性、透明度和响应速度，同时降低运营成本并增强用户体验。本研究的创新点在于提出了“技术-流程-用户”三位一体的分析框架，强调技术赋能的同时注重服务流程再造与用户需求导向。此外，研究还发现数据共享与隐私保护之间的平衡是当前面临的主要挑战之一。总体而言，本研究为数字技术在公共服务中的深度应用提供了理论支撑与实践指导，对推动政府治理现代化具有重要意义。
关键词：数字技术；公共服务优化；技术-流程-用户框架；数据共享与隐私保护；智慧城市建设
Abstract
With the rapid development of digital technology, its application in the public service sector has become an essential means to enhance service quality. This study aims to explore how digital technology can optimize the provision model of public services by integrating case analysis with empirical research to reveal the specific mechanisms and effects. The research focuses on typical application scenarios such as smart cities, online government platforms, and decision-support systems driven by big data, analyzing from multiple dimensions including technical implementation pathways, user engagement, and improvements in service efficiency. The findings indicate that digital technology can significantly increase the accessibility, transparency, and responsiveness of public services while reducing operational costs and enhancing user experience. A key innovation of this study is the proposal of a tripartite analytical fr amework encompassing "technology-process-user," which emphasizes not only technological empowerment but also the redesign of service processes and user demand orientation. Additionally, the study identifies the balance between data sharing and privacy protection as one of the major challenges currently faced. Overall, this research provides theoretical support and practical guidance for the in-depth application of digital technology in public services, playing a significant role in advancing the modernization of government governance.
Keywords：Digital Technology; Public Service Optimization; Technology-Process-User fr amework; Data Sharing And Privacy Protection; Smart City Construction
目 录
摘要 I
Abstract II
一、绪论 1
(一) 研究背景与意义 1
(二) 国内外研究现状分析 1
(三) 研究方法与技术路线 2
二、数字技术在公共服务中的应用基础 2
(一) 数字技术的核心概念与分类 2
(二) 公共服务的数字化转型需求 3
(三) 数字技术与公共服务的适配性分析 3
三、数字技术提升公共服务质量的关键路径 4
(一) 数据驱动的服务优化机制 4
(二) 智能化工具的应用场景分析 5
(三) 用户体验导向的服务设计 5
四、数字技术在公共服务中的实践案例分析 6
(一) 智慧城市中的公共服务创新 6
(二) 在线政务服务平台的建设经验 6
(三) 医疗 7
结 论 9
参考文献 10
