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Digitized Government Administration Needs to Improve User Experience

Feb 17-2023   



 

Government administration has been undergoing fast digitization in China, offering a rich range of services and functions to users. However, improvement still could be made in such fields as user satisfaction, security, and convenience, said Dr. Xie Xuanli, PKU Bo Ya Young Scholar and NSD Associate Research Fellow, in the National Development Forum on December 18, 2022. Her research focuses on new start-ups, digital transformation, overseas development, and corporate governance.

 

Through official guidelines and blueprints, the Chinese government has aimed to strengthen government administration via such technologies as the internet, big data, and AI. According to a study by Dr. Xie and her team, 31 provinces and autonomous regions had released their APPs, 30 had unveiled WeChat-based service platforms, and 31 had made alive AliPay-based ones. Three provinces had offered the full spectrum of 18 most-used functions, and four provinces at 17. All of these pointed to the significant breadth and depth of digitization, said Dr. Xie.

 

Her research zoomed in on the user experience and sought to identify both achievements and room for improvement. A total of over 10,000 questionnaires were handed out in 31 provinces and autonomous regions. The researchers also used the platforms to simulate what users would do. Data was further boosted with the addition of real users’ behavioral data.

 

It was found that pandemic-related services were the most commonly used, followed by medical treatment, medical insurance, social security, housing provident fund, and life services (such as utilities, transportation, and education).

 

In a range of 0-5 (with 5 being the ‘most satisfactory’), page loading speed and question answering speed both reached 4.3 for provinces with higher user satisfaction level, and only 4.0 and 4.1 respectively for provinces with lower user satisfaction level. Overall, government administration APPs only managed an average of 2.7 across all provinces.

 

Dr. Xie highlighted the need to address a few ‘pain points’, including enhance data connectivity among different provinces, facilitating cross-province administration, improving services for rural residents and the senior, and strengthening privacy protection. For example, up to half of these platforms didn’t offer privacy protection agreements.

Digitized Government Administration Needs to Improve User Experience

Feb 17-2023   



 

Government administration has been undergoing fast digitization in China, offering a rich range of services and functions to users. However, improvement still could be made in such fields as user satisfaction, security, and convenience, said Dr. Xie Xuanli, PKU Bo Ya Young Scholar and NSD Associate Research Fellow, in the National Development Forum on December 18, 2022. Her research focuses on new start-ups, digital transformation, overseas development, and corporate governance.

 

Through official guidelines and blueprints, the Chinese government has aimed to strengthen government administration via such technologies as the internet, big data, and AI. According to a study by Dr. Xie and her team, 31 provinces and autonomous regions had released their APPs, 30 had unveiled WeChat-based service platforms, and 31 had made alive AliPay-based ones. Three provinces had offered the full spectrum of 18 most-used functions, and four provinces at 17. All of these pointed to the significant breadth and depth of digitization, said Dr. Xie.

 

Her research zoomed in on the user experience and sought to identify both achievements and room for improvement. A total of over 10,000 questionnaires were handed out in 31 provinces and autonomous regions. The researchers also used the platforms to simulate what users would do. Data was further boosted with the addition of real users’ behavioral data.

 

It was found that pandemic-related services were the most commonly used, followed by medical treatment, medical insurance, social security, housing provident fund, and life services (such as utilities, transportation, and education).

 

In a range of 0-5 (with 5 being the ‘most satisfactory’), page loading speed and question answering speed both reached 4.3 for provinces with higher user satisfaction level, and only 4.0 and 4.1 respectively for provinces with lower user satisfaction level. Overall, government administration APPs only managed an average of 2.7 across all provinces.

 

Dr. Xie highlighted the need to address a few ‘pain points’, including enhance data connectivity among different provinces, facilitating cross-province administration, improving services for rural residents and the senior, and strengthening privacy protection. For example, up to half of these platforms didn’t offer privacy protection agreements.