图书情报工作

图书情报工作 >

2026 , Vol. 70 >Issue 6: 81 - 91

DOI: https://doi.org/10.13266/j.issn.0252-3116.2026.06.007

研究论文

数智赋能主动式公共信息服务高质量发展：逻辑·问题·对策

  • 肖诗依 ,
  • 陈一
展开
  • 1 武汉大学信息管理学院 武汉 430072;
    2 武汉大学知识产权高级研究中心 武汉 430072
肖诗依，博士研究生；陈一，副教授，博士，通信作者，E-mail:chenyi@whu.edu.cn。

收稿日期: 2025-07-15

  修回日期: 2025-09-23

  网络出版日期: 2026-03-14

基金资助

本文系国家社会科学基金年度项目“公共文化服务融合发展中图书馆服务创新路径研究”（项目编号：24CTQ002）研究成果之一。

收起

High-Quality Development of Proactive Public Information Services Empowered by Digital Intelligence: Logic, Challenges, and Strategies

  • Xiao Shiyi ,
  • Chen Yi
Expand
  • 1 School of Information Management, Wuhan University, Wuhan 430072;
    2 Advanced Study Center for Intellectual Property Rights of Wuhan University, Wuhan 430072
Xiao Shiyi, Doctoral Candidate; Chen Yi, Associate Professor, PhD, Corresponding Author, E-mail: chenyi@whu.edu.cn.

Received date: 2025-07-15

  Revised date: 2025-09-23

  Online published: 2026-03-14

Supported by

This work is supported by the National Social Science Fund of China, titled “Research on the Innovation Pathways of Library Services in the Integrated Development of Public Cultural Services” (Grant No. 24CTQ002).

Fold

摘要

[目的/意义] 厘清数智赋能主动式公共信息服务高质量发展的学理逻辑，提出妥适性路径，可推动主动式公共信息服务实现高质量发展。[方法/过程] 阐释数智赋能主动式公共信息服务高质量发展的学理逻辑；构建服务质量差距模型，并结合实践案例，对主动式公共信息服务质量差距及其原因展开分析；进而探讨数智赋能推动主动式公共信息服务高质量发展的推进路径。[结论/发现] 针对需求传递模糊、关注精力有限、服务能力不足和反馈制度落实不严等差距的产生因素，形成数智赋能下的表达赋能、管理赋能、匹配赋能和评价赋能等弥合路径，提高公众的主动式公共信息服务期望和实际服务感知之间的契合度。

关键词： 数智赋能; 主动式公共信息服务; 高质量发展; 质量差距

本文引用格式

肖诗依 , 陈一 . 数智赋能主动式公共信息服务高质量发展：逻辑·问题·对策[J]. 图书情报工作, 2026 , 70(6) : 81 -91 . DOI: 10.13266/j.issn.0252-3116.2026.06.007

Abstract

[Purpose/Significance] This study deconstructs the theoretical logic of proactive public information services empowered by digital intelligence, and explores pathways to promote their high-quality development. [Method/Process] The study explains the academic logic of digital intelligence empowering the high-quality development of proactive public information services. Then, based on practical cases, it constructs a service quality gap model to analyze the quality gaps and the causes. Finally, it provides an in-depth explanation of promoting the high-quality development of these services. [Result/Conclusion] The study identifies several factors causing service quality gaps, including ambiguous demand transmission, limited attention, insufficient service capabilities, and the weak feedback systems. To solve these problems, it proposes the following pathways empowered by digital intelligence: expression empowerment, management empowerment, matching empowerment, and evaluation empowerment. These pathways aim to improve the alignment between the public's expectations of proactive public information services and their perceived service experience.

Key words： digital intelligence empowerment; proactive public information services; high-quality development; quality gap

参考文献

[1] 陈则谦,张天雄,王申佳.我国政府购买公共信息服务的现状——基于指导性目录和购买项目的研究[J].图书馆理论与实践, 2023(2):106-113.(CHEN Z Q, ZHANG T X,WANG S J. The current situation of government purchase of public information service in China:a study based on guiding catalogue and government purchase projects[J]. Library theory and practice, 2023(2):106-113.)
[2] 杨守涛.诉办关系变迁与基层治理样态演化——被动式回应与主动式回应的两分及其超越[J].中国行政管理, 2022(1):105-111.(YANG S T. The change of demand-service relation and the evolution of grass-roots governance:passive response,active response and their transcendence[J]. Chinese public administration, 2022(1):105-111.)
[3] 王晓宇,郑荣,魏明珠等.危机情境下政府公共信息服务可及形成机理与提升路径研究——以重大突发公共卫生事件为例[J].情报资料工作, 2023, 44(5):102-112.(WANG X Y, ZHENG R, WEI M Z, et al. Research on the formation mechanism and promotion path of government public information service accessibility in crisis situations:taking major public health emergencies for instance[J]. Information and documentation services, 2022(1):105-111.)
[4] 王建冬,窦悦,任军霞,等.从“整体性服务”到“智能体服务”:数字化转型背景下政府公共服务模式创新研究[J].电子政务, 2023(1):12-22.(WANG J D, DOU R, RENG J X, et al. From“holistic service” to“intelligent service”:research on innovation of government public service mode in the context of digital transformation[J]. E-government, 2023(1):12-22.)
[5] 赵金旭,赵娟,孟天广.数字政府发展的理论框架与评估体系研究——基于31个省级行政单位和101个大中城市的实证分析[J].中国行政管理, 2022, 6:49-58.(ZHAO J X, ZHAO J, MENG T G. Theoretical framework and evaluation system of the development of digital government:an empirical study based on 31 provinces and 101 cities[J]. Chinese public administration,2022, 6:49-58.)
[6] 侯振兴,崔虹燕.数字图书馆个性化主动信息服务模型研究[J].情报科学, 2013, 31(3):35-39.(HOU Z X, CUI H Y.Research on personalized active information service model of digital library[J]. Information science, 2013, 31(3):35-39.)
[7] BHAROSA N, LUTTIGHUIS B O, SPOELSTRA F, et al.Inclusion through proactive public services:Findings from the Netherlands:Classifying and designing proactivity through understanding service eligibility and delivery processes[C] //DGO 2021:The 22nd annual international conference on digital government research. 2021:242-251.
[8] 毛太田,张静婕,彭丽徽,等.基于LDA与关联规则的政府信息资源主动推送服务模式构建研究[J].情报科学, 2021,39(3):60-66.(MAO T T, ZHANG J J, PENG L H, et al. Research on the construction of active push service model for government information resources based on LDA and association rules.Information science, 2021, 39(3):60-66.)
[9] KUHN P, BUCHINGER M, BALTA D. How to redesign government processes for proactive public services?[C/OL].20th international conference on electronic government(EGOV),Cham:Springer international publishing, 2021:29-40.
[10] 朱红灿,曾德容.数智政府智能问答系统主动式信息服务指数测度模型构建与应用[J].情报理论与实践, 2025,48(10):163-170, 180.(ZHU H C, ZENG D R. Construction and Application of an index measurement model for proactive information services in smart Q&A systems of digital-intelligent government[J]. Information studies:theory&application, 2025,48(10):163-170, 180.)
[11] 周毅,袁成成.论新情境下公共信息服务发展问题的出场及其内在逻辑[J].情报理论与实践, 2020, 43(5):68-73.(ZHOU Y, YUAN C C. On the appearance and internal logic of the development of public information service under the new situation[J]. Information studies:theory&application, 2020,43(5):68-73.)
[12] 朱红灿,郑恺迪,余莹. AI赋能场景式公共信息服务的供需匹配:内在机制、过程框架与实现路径[J].图书馆论坛,2025, 45(5):151-161.(ZHU H C, ZHENG K D, YU Y. Supply and demand matching for AI-enabled scenario-based public information services:intrinsic mechanism, process framework,and implementation approaches[J]. Library tribune, 2025, 45(5):151-161.)
[13] GUO D, CHEN H, WU R, et al. AIGC challenges and opportunities related to public safety:a case study of ChatGPT[J].Journal of safety science&resilience, 2023, 4(4):329-339.
[14] 孟庆国,王友奎,田红红.政务服务中的智能化搜索:特征、应用场景和运行机理[J].电子政务, 2020(2):21-33.(MENG Q G, WANG Y K, TIAN H H. Intelligent search in government services:characteristics, application scenarios, and operational mechanisms[J]. E-Government, 2020(2):21-33.)
[15] 潘琳,李兴腾,李珮.政务大模型赋能数字政府治理:驱动逻辑与优化路径——基于“结构-过程-功能”的分析框架[J].重庆工商大学学报(社会科学版), 2025, 42(2):68-80.(PAN L, LI X T, LI P. Empowering digital government governance with Large Models for government affairs:driving logic and optimization paths:based on the“Structure-ProcessFunction” analytical framework[J]. Journal of Chongqing Technology and Business University(social science edition),2025, 42(2):68-80.)
[16] MOSTAFA R B, KASAMANI T. Antecedents and consequences of chatbot initial trust[J]. European journal of marketing, 2021,56(6):1748-1771.
[17] 张成福,王祥州.人工智能嵌入公共服务治理的风险挑战[J].电子政务, 2023(1):37-51.(ZHANG C F, WANG X Z. The risk challenges of embedding artificial intelligence into public service governance[J]. E-Government, 2023(1):37-51.)
[18] 人民网.“数字化”到“数智化”,一字之差会改变什么?[EB/OL].[2025-08-12]. http://finance.people.com.cn/n1/2021/0529/c1004-32116685.html.(People’s Daily Online.From“digitalization” to“digital intelligence”, what will the difference of one word change?[EB/OL].[2025-08-12]. http://finance.people.com.cn/n1/2021/0529/c1004-32116685.html.)
[19] 赵景华,李宇环.公共战略管理的价值取向与分析模式[J].中国行政管理, 2011(12):32-37.(ZHAO J H, Li Y H. Value orientation and analysis model of public strategy management[J].Chinese public administration, 2011(12):32-37)
[20] 中华人民共和国中央人民政府.国务院关于加快推进政务服务标准化规范化便利化的指导意见[EB/OL].[2025-08-12].https://www.gov.cn/gongbao/content/2022/content_5679686.htm.(Central People’s Government of the People’s Republic of China.Guideline on accelerating the standardization, normalization and facilitation of government services released by the state council[EB/OL].[2025-08-12]. https://www.gov.cn/gongbao/content/2022/content_5679686.htm.)
[21] 中华人民共和国中央人民政府.“十四五”公共服务规划[EB/OL].[2025-08-12]. https://www.ndrc.gov.cn/fggz/fzzlgh/gjjzxgh/202203/P020220325303659788299.pdf.(Central People’s Government of the People’s Republic of China.14th Five-Year Plan for public services[EB/OL].[2025-08-12]. https://www.ndrc.gov.cn/fggz/fzzlgh/gjjzxgh/202203/P020220325303659788299.pdf.)
[22] 戴艳清,刘杨庆.公共数字文化均衡化发展制度研究[J].图书馆学研究, 2022(1):18-24.(DAI Y Q, LIU Y Q.A Research on the balanced development system of public digital culture[J].Research on library science, 2022(1):18-24.)
[23] PARASURAMAN A, ZEITHAML V A, BERRY L L.A Conceptual model of service quality and its implications for future research[J]. Journal of marketing, 1985(4):41-50.
[24] 陈岚.基于公众视角的地方政府微博信息服务质量评价及差距分析[J].现代情报, 2015, 35(6):3-8.(CHEN L. Evaluation and gap analysis on information service quality of government micro-blog based on public view[J]. Journal of modern information, 2015, 35(6):3-8.)
[25] 完颜邓邓,张燕南.公共数字文化服务质量提升策略——服务质量差距模型视角[J].图书馆学研究, 2019(14):77-81, 97.(WANYAN D D, ZHANG Y N. Strategies for promoting public digital cultural service:from the perspective of service quality gap model[J]. Research on library science, 2019(14):77-81, 97.)
[26] 2024年中国优秀政务平台(数字政府)推荐及综合影响力评估结果发布[EB/OL].[2025-08-12]. http://zw.china.com.cn/2024-12/25/content_117627704.shtml.(The Results of the2024 China excellent government platform(Digital Government)recommendation and comprehensive impact assessment were released[EB/OL].[2025-08-12]. http://zw.china.com.cn/2024-12/25/content_117627704.shtml.)
[27] 王佃利,王文婷.面向治理现代化的公共服务理论思考:内涵、要求与路径[J].广西师范大学学报(哲学社会科学版), 2024, 60(3):20-31.(WANG D L, WANG W T. Theoretical reflection on public services for modernization of governance:connotation, requirements, and paths[J]. Journal of Guangxi normal university(Philosophy and social sciences edition), 2024,60(3):20-31.)
[28] 曹太鑫,姜宝,康伟.标准化治理何以推进高质量数字政府建设——基于广东省“粤省事”政府服务平台案例研究[J].公共管理学报, 2024, 21(2):15-28, 170-171.(CAO T X, JIANG B, KANG W. How can standardized governance promote the construction of high-quality digital Government:a case study of the“Yue Sheng Shi” government service platform in Guangdong province[J]. Journal of public management, 2024, 21(2):15-28,170-171.)
[29] 储节旺,吴蓉,李振延.数智赋能的创新生态系统构成及运行机制研究[J].情报理论与实践, 2023, 46(3):1-8.(CHU J W,WU R Li Z Y. Study of the constitution and mechanism of the innovation ecosystem empowered by big data and intellectual technology[J]. Information studies:theory&application, 2023,46(3):1-8.)
[30] 杜希林,王宇,车宝晶.数智赋能公共图书馆服务体系创新的理论思考及实现路径[J].图书情报工作, 2024, 68(7):3-10.(DU X L, WANG Y, CHE B J. Theoretical reflections and realization path on the innovation of public library service system empowered by digital intelligence[J]. Library and information service, 2024, 68(7):3-10.)
Options
文章导航

/

〈 〉