在推进“互联网+政务服务”的改革过程中，解决人民群众“办事难、办事繁、办事慢”问题的过程中，政府网站改革和发展成为焦点，智能、互联、集约、移动成为新的发展趋势，国务院办公厅发布政府网站发展指南通知明确指出：解决政府网站“信息孤岛”、“数据烟囱”、“数据无效”等问题的方法之一就是集约化发展。强化集约使政府网站从松散管理到高效协作，从信息不对称到全面开放，从升级服务到整合优化，扩大跨部门合作，扩大用户界面，扩大服务深度，扩大治理手段。 开展集约化建设工作目的在于提高政府网站信息服务质量，扩大政府网站的核心竞争力，并为政府网站可持续发展提供动力。在这种趋势下，我国政府如何开展信息服务工作成为重心，本论文以政府网站信息服务研究为选题，聚焦集约化发展，需要解决的问题包括：在政务改革过程中，如何在集约化建设和管理过程中推动政府网站信息服务改革？在此过程中，信息服务用户需求如何转变？集约化趋势下政府网站信息服务工作如何转变？集约化趋势下政府网站信息服务工作如何推进？本文将理论与实践相结合，对政府网站信息服务需求、信息服务建设支撑体系、信息服务转变、信息服务模式与保障策略等方面进行阐述，从集约化建设和管理支撑两个方面，为政府网站信息服务工作改革提供借鉴。在理论支撑和实践指导方面都具有举足轻重的作用。 在本文中主要对下述内容加以研究： 第一，梳理论文相关研究脉络，就集约化相关研究、政府网站建设和政府网站信息服务进行理论综述，分析集约化政府网站信息服务研究进展，总结现有研究不足，明确研究问题和研究重点。在此基础上，系统分析电子政务理论、信息服务理论、信息整合理论、新公共服务理论四个基础理论，一方面为集约化建设与集约化管理夯实理论基础，另一方面为政府网站信息服务工作开展和网站转型改革提供理论依据。 第二，分析“集约化”发展阶段、发展的必要性、发展所面临的障碍和挑战。分析政府网站的建设的兴起、发展及其过程中的局限，从而引出集约化趋势下政府网站发展的必要性，分析其在集约化趋势下面临的改革以及变动，以及集约化趋势下政府网站信息服务与改革前的信息服务的异同点，进而为后续促进集约化转型提供理论依据。阐述集约化趋势下政府网站信息服务转型的必要性和可行性，以及在信息服务改革中面临的问题。 第三，集约化趋势下政府网站信息服务实践研究。结合国内外政府网站信息服务的实践成果，采用案例分析法总结英国、美国在信息服务工作开展方面的经验和教训。对我国政府网站“中国政府网”以及除台湾地区、香港和澳门之外的31省级行政单位分析集约化政府网站信息服务工作进行网络调研，对集约化趋势下政府网站信息服务探索集约化建设成果、实施步骤、集约化方式、管理体制与规范、标准体系等进行阐述。 第四，集约化趋势下政府网站信息服务用户方需求调研，从用户需求数量与强度分析入手，采用问卷调研法，聚焦在转型过程中政府网站信息服务的难点与建设重点。从信息服务产品角度，利用KANO模型分析用户需求，从魅力型质量需求、期望型质量需求、基本型质量需求、无差异型质量需求对用户需求内容进行分析，并从动态演化视角，分析了用户需求数量与质量的变化，在此基础上构建用户需求演化模型。 第五，集约化趋势下政府网站信息服务管理方调研。结合专家咨询法、问卷调研和结构方程模型分析方法，结合集约化政策推进和政府网站改革过程，从信息服务管理角度，抽取9个信息服务工作支撑因子，共提出9项假设，采用问卷调查法，对各级政府部门政府网站一线建设者、第三方合作人员、电子政务与政府网站相关研究人员与学者进行调研，共回收329份调研表，采用因子分析法验证数据的信度和效度，通过结构方程分析提出的假设。研究结果表明9项假设均得到数据支持，并对结果进行分析，构建集约化趋势下政府网站建设支撑体系。 第六，集约化趋势下政府网站信息服务需求与驱动因素分析。在实践-用户-管理要素分析基础上，论述集约化趋势下政府网站信息服务特征与要求，在新要求下根据信息服务理论框架下政府网站信息服务要素与驱动因素进行研究，阐述了信息主体由单独向多元化转变、信息需求多层次动态化、信息技术云端化、信息政策强势拉动化等特征，旨在为集约化趋势下政府网站信息服务工作开展提供理论支撑，并为模式构建提供依据。 第七，研究政府网站信息服务建设模式。借鉴政府信息服务生产与衍生模型，从集约化趋势下政府网站信息服务建设过程、推进路径、纵向与横向集约改革方面分析入手，根据集约化推进过程与信息服务重点要素，选取三大政府网站信息服务主要建设模式进行详细论述，分别是平台-集约服务模式、融合-共享服务模式、和再造-协同服务模式。在集约化建设模式分析与支撑要素分析基础上，将集约化管理理念引入政府网站信息服务管理过程，对各模式内涵、推进路径与保障策略进行研究，为集约化趋势下政府网站信息服务提供保障策略。 最后，对主要贡献以及核心思想加以总结，针对当前研究存在的问题与进一步研究进行思考，为后续的研究工作提供坚实基础。理论上，立足集约化建设与管理影响视角探讨政府网站信息服务需求动态演变模型、信息服务建设支撑体系、信息服务特征与要素转变、信息服务模式与保障等方面，拓展了集约化在政府网站信息服务领域的应用，丰富了政府网站信息服务理论研究。实践上，立足我国政府网站建设的实际情况，从信息服务管理方出发，提出建设支撑体系，并探索集约化趋势下政府网站信息服务模式，为我国深入推进政府网站信息服务改革工作提供理论依据和实践指导。 关键词：集约化；政府网站；信息服务

 Under deepened reform of “Internet + governmental services”, China has taken reform and development of governmental websites as the focus,that aims atsolving the problems of “difficult, complicated and slow handling” of public people’s affairs, and expecting to make these websites more intelligent, interconnected, intensified and mobile. In the Guide Notification for Development of Governmental Websites released to the public, the General Office of State Council clearly points out that intensified development is one of the approaches to solve problems of governmental websites, such as “information isolated island”, “data chimney” and “data invalidity”. Thanks to more intensified management, the former loose management and information asymmetry in governmental websites will turn to efficient cooperation and all-round information openness. In addition, service upgrade will be furthered with integration and optimization, while deepened progress will be made in trans-department cooperation, user interfaces, service depth and governance approaches. To provide better information services and enhance the core competitiveness, governmental websites shall focus on the intensified construction which can promote the sustainable development. With response to this trend, it is necessary for Chinese government to carry out information service work appropriately. Centered on research of information services provided by governmental websites, the paper focuses on intensified development and discusses the following problems. How to promote reform in information services of governmental websites during intensified construction and management under the background of governmental affair reform? How to construct governmental websites under the trend of intensification? What happens to the needs of information service’s users ? How to guarantee high-quality information services of governmental websites? Through combination of theoretical and practical aspects, the paper makes illustration about demands, constituents, construction modes, management support factors, service guarantee strategies and the like of governmental website information services, expecting to provide meaningful reference for implementation of information services of governmental websites based on intensified construction and management support. Research results of the paper play a significant role in theoretical support and practice guidance. The research mainly involves the following parts: Firstly, this paper studies related research contexts of the paper are summarized, involving theoretical review on intensification, construction of governmental websites and information services of governmental websites, as well as this paper studies current researches on intensification of governmental website information services. In addition, research focuses and keys are confirmed based on existing deficiencies in research. On this basis, the paper makes systematic analysis of five fundamental theories, including new public service theory, information integration, information sharing, information services and information construction, expecting to lay a solid theoretical foundation for intensified construction and intensified management, and provide a theoretical basis for implementation of governmental website information services and website transformation and reform. Secondly, this dissertation analyzes the development stages of “intensification” as well as necessity, obstacles and challenges of development. Emergence, development and limits of governmental website construction are discussed to emphasize necessity of governmental website development under the intensification trend. Reform and variations of their development under the intensification trend are analyzed to provide a theoretical basis for subsequent emphasis on the promotion effect of intensified transformation. As implied, it is necessary and feasible to conduct transformation of governmental website information services under the intensified trend, while obstacles and challenges to be faced during this course also need addressing. Thirdly, this paper analyzes demands for information services of governmental websites under the intensification trend. From perspectives of user demands and construction managers, keys and difficulties during transformation-oriented construction of governmental website information services are analyzed and confirmed through questionnaire survey and expert interview. User demands are analyzed with the KANO model from the perspective of information service products, wherein basic quality involves disclosure, downloading, browsing and social contact of information; expected quality involves online affair handling and personalized information services; attractive quality involves mobile and integral information services; undifferentiated quality relates to sharing. Constructors and managers of websites focus on strategic top-level design, information resource processing, information service construction, platform construction and standardization construction. Fourthly, this dissertation constructs the support system for information services of governmental services under the intensification trend. Through expert consultation, questionnaire survey and structural equation model analysis and based on progress of intensified policies and governmental website reform, 10 information service supporting factors were extracted and 9 hypotheses were proposed. The questionnaire survey was conducted to constructors of governmental websites of governmental departments on different levels, third-party cooperators as well as researchers and scholars of electronic governmental affairs and governmental websites. In total, 329 questionnaires were recycled. Reliability and validity of data were verified through factor analysis. Those hypotheses proposed were analyzed with structural equations. According to research results, 9 hypotheses were supported with the data. In the end, result analysis was carried out. Fifthly, the paper studies construction modes of governmental website information services. Based on practical achievements obtained by domestic and foreign governmental websites in information services, experience and lessons concerning information service implementation learned by countries such as Britain, America, South Korea and Singapore were summarized with case analysis. In addition, this part explores implementation steps of intensified construction, intensification modes, management system mechanisms and code standard systems. Online survey was conducted to analyze intensified information services of governmental websites of 31 provincial administrative organizations as well as the Chinese governmental website “Gov.cn of People’s Republic of China”, excluding those in Taiwan, Hong Kong and Macao. From the perspective of information service constituents, constituent factors of service activities on governmental websites were analyzed deeply. Based on construction, proportion paths and longitudinal and horizontal intensification for construction of governmental website information services under the intensification trend, the paper sets up three construction modes for governmental website information services, namely platform-intensified service mode, integration-sharing service mode, and recreation-coordination service mode. Sixthly, this paper analyzes the demands and driving factors of government website information service under the trend of intensification. Based on the analysis of practice-user-management elements, this paper discusses the characteristics and requirements of government website information service under the trend of intensification, and the research studies the elements and driving factors of government website information service under the framework of information service theory under the new requirements, and expounds the transformation of information subject from individual to pluralistic, multi-level dynamic information demand, cloud-based information technology and strong information policy. This research aimes at providing theoretical support for the development of government website information service under the trend of intensification, and provide a basis for the construction of the model. Sevenly, this paper analyzes intensified construction modes and supporting factors, the paper incorporates the concept of intensified management into management of governmental website information services, expecting to provide guarantee strategies for governmental website information services under the intensification trend. In addition, the paper sets up guarantee strategies supporting information services of governmental websites from perspectives of definition of strategies and policies, information factor standardization, information service coordination and staff professionalism, aiming to provide reference for reform in governmental website information services. The final part concludes major contributions and core ideas, discusses existing problems of current research and proposes rational suggestions, providing a solid foundation for subsequent research. Focusing on demands and construction modes of governmental website information services based on intensified construction and management impacts, the research expands application of intensification in the field of governmental website information services and brings new theoretical research achievements to information services of governmental websites. With response to practical and actual construction of governmental websites in China, the paper explores modes of governmental website information services under the intensification trend and comes up with a guarantee system, expecting to provide theoretical foundation and practical guidance for deepened reform of governmental website information services in China. Key Words:Intensive Management;Govemment Website;Information Services