Chinese
Government Website Service

Backgrounds

Low user satisfaction is a major problem faced by the development of Chinese government websites. It is a common phenomenon that the government websites falling behind the development of the Internet.

Exploring the development path of government websites is an important task that needs to be solved urgently.

Achievements

Focusing on user satisfaction, we conduct an in-depth analysis of customer access paths of its 24 first-level columns, and then rearrange them based on customer interest and relevance of access information to integrate the entire column system into eight first-level columns. After the adjustment, the convenience for customers to locate information and services is significantly improved. At the same time, the contents are more prominently responded to the topics that the public most cared about. The new website has added a column about government affairs. It has offers the interactive services such as “response to concerns” and “Talk to the Prime Minister”, which effectively enhances the accessibility of the website.

We have greatly improved the level of automation and intelligence of new edition of China government website services through the extensive use of Internet technology innovation achievements. In order to timely understand the needs of netizens, we have established the automatic identification and initiative reporting mechanism for the hot issues concerned by netizens through Big Data analysis technology, which effectively supports content protection.

In terms of the user-friendly query information, advanced search technology has greatly improved the accuracy and usability of users’ search for information on Chinese government networks. In adapting to the diversification of user access terminals, the new website gradually adopts a multi-terminal interface intelligent adaptive technology, which significantly improves the usability of different types of terminal users such as mobile phones and tablet.

Descriptions

Solutions

Firstly, we studied the revision of government portals in developed countries. We focused on analyzing the website revisions of 16 countries with mature e-government services such as the United States, Canada, and South Korea in recent years. We learned from their experience in development concepts, service systems, color palette of webpages, and new technology applications.

Secondly, we comprehensively analyzed the needs of Internet users for information services of Chinese government networks. A total of 1.1 million entries on over 200 Internet websites such as Sina Weibo, Baidu Search, Xinhua.net, People.cn, Sina, and Sohu have been collected and analyzed, providing the necessary basis for column design.

Thirdly, we have conducted in-depth researches on the law and experience of netizens visiting China government website based on big data technology. We introduced visual analysis tools such as the “thermodynamic diagram” through the analysis of data accessed by 6.9 million users and canalized the hot issues of netizen caring, and then found design defects and technical shortcomings of the website.