數位技術賦能服務再造：以上海「一網通辦」改革中的「一件事」為例

Using Digital Technologies to Empower Service Redesign: A Case Study of the “One Issue” Innovation in “Government Online-offline Shanghai” Reform

當前數位化轉型為公共服務設計提供了前所未有的技術條件、能力和空間，為公共服務體系高品質發展提供了強大動力。本文簡要分析上海「一網通辦」改革中，結合數位技術驅動與業務流程再造而開展的「一件事」服務再設計，呈現當前公共服務體系改革中技術與制度良性互動的前沿案例。

Digital transformation has provided unprecedented technical conditions, capabilities and space for public service design, and strong impetuses for high-quality development of the public service system. This paper briefly analyzes the “one issue” innovation in “Government Online-offline Shanghai” Reform, which features the integration of digital technology application and service process redesign. This study presents a cutting-edge case of virtuous interaction between technologies and instutitonal system in the current reforms of public service systems.