چالش‌هاي ارتقاي سطح اثربخشي بنگاه هاي خدمات الكترونيك از نگاه سياستگذاران دولتي

The Challenges of Promoting the Effectiveness of E-Commerce Agencies from the Viewpoint of Government Policymakers

ﻇﻬﻮر ﻓﻨﺎوري اﻃﻼﻋﺎت و ارﺗﺒﺎﻃﺎت ﻓﺮﺻﺖﻫﺎي ﺟﺪﯾﺪي را ﺑﺮاي ﺗﻮﺳﻌﻪ ﮐﺸﻮرﻫﺎ در ﺳﺮاﺳﺮ دﻧﯿﺎ ﺑﻪ وﺟﻮد آورده اﺳﺖ. دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮏ از ﭘﺪﯾﺪهﻫﺎي ﻣﻬﻢ ﺣﺎﺻﻞ از ﺑﻪ ﮐﺎرﮔﯿﺮي ﻓﻨﺎوري اﻃﻼﻋﺎت و ارﺗﺒﺎﻃﺎت اﺳﺖ ﮐﻪ ﺗﺤﻮﻻت زﯾﺎدي را در ﺷﯿﻮه زﻧﺪﮔﯽ ﺑﺸﺮ اﻣﺮوزي اﯾﺠﺎد ﮐﺮده و اﻧﺘﻈﺎرات ﺟﺪﯾﺪي را ﺑﻮﺟﻮد آورده اﺳﺖ. ﺑﻨﮕﺎهﻫﺎي ﺧﺪﻣﺎت اﻟﮑﺘﺮوﻧﯿﮏ دوﻟﺖ ﯾﮑﯽ از اﯾﻦ ﮐﺎﻧﺎل-ﻫﺎي ارﺗﺒﺎﻃﯽ در اﯾﺮان اﺳﺖ ﮐﻪ ﺳﺎزﻣﺎنﻫﺎي دوﻟﺘﯽ در آن ﺑﻪ ﺷﻬﺮوﻧﺪان ﺧﺪﻣﺎت اراﺋﻪ ﻣﯽ دﻫﻨﺪ. ﺑﺮ اﯾﻦ اﺳﺎس ﭘﮋوﻫﺶ ﺣﺎﺿﺮ ﺑﺎ ﻫﺪف ﺷﻨﺎﺳﺎﯾﯽ ﻣﺴﺎﺋﻞ و ﭼﺎﻟﺶﻫﺎي ﭘﯿﺶ روي اﯾﻦ ﺑﻨﮕﺎهﻫﺎ ﺻﻮرت ﮔﺮﻓﺘﻪ ﮐﻪ در ﭼﺎرﭼﻮپ ﭘﺎراداﯾﻢ ﺗﻔﺴﯿﺮي و روﯾﮑﺮد ﮐﯿﻔﯽ اﺳﺖ. ﺟﺎﻣﻌﻪ ﻣﻮرد ﻧﻈﺮ ﺑﻪ ﻣﻨﻈﻮر ﺷﻨﺎﺳﺎﯾﯽ ﭼﺎﻟﺶﻫﺎ، ﺻﺎﺣﺒﻨﻈﺮان و اﻓﺮاد ﻣﺠﺮب و دﺳﺖ اﻧﺪرﮐﺎر ﺑﻪ وﯾﮋه در ﺣﻮزه دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮏ و ﺑﻨﮕﺎهﻫﺎي ﺧﺪﻣﺎت اﻟﮑﺘﺮوﻧﯿﮏ در اﺳﺘﺎن ﺧﺮاﺳﺎن رﺿﻮي ﻫﺴﺘﻨﺪ ﻫﻤﭽﻨﯿﻦ از روش ﺷﻬﻮدي ﻗﻀﺎوﺗﯽ و ﺑﺎ اﺳﺘﻔﺎده از ﺗﮑﻨﯿﮏ ﻧﻤﻮﻧﻪﮔﯿﺮي ﮔﻠﻮﻟﻪ ﺑﺮﻓﯽ ﺟﻬﺖ اﻧﺘﺨﺎب ﻣﺘﺨﺼﺼﺎن ﺑﺮاي اﻧﺠﺎم ﻣﺼﺎﺣﺒﻪﻫﺎ، اﺳﺘﻔﺎده ﺷﺪ. ﻣﻨﺒﻊ اﺻﻠﯽ اﺧﺬ دادهﻫﺎ ﻣﺼﺎﺣﺒﻪﻫﺎي ﮐﯿﻔﯽ ﺑﺎ ﺻﺎﺣﺒﻨﻈﺮان اﺳﺖ. ﺗﺤﻠﯿﻞ ﯾﺎﻓﺘﻪﻫﺎ ﺑﻪ ﺻﻮرت ﺗﻔﺴﯿﺮي و ﻣﺘﻨﯽ ﺑﻪ روش ﺗﺤﻠﯿﻞ ﻣﺤﺘﻮاي ﮐﯿﻔﯽ ﺗﻠﺨﯿﺼﯽ در ﺑﺴﺘﺮ ﻧﺮماﻓﺰار MaxQDA ﺻﻮرت ﮔﺮﻓﺖ و ﭼﺎﻟﺶ ﻫﺎي ﭘﯿﺶ رو در ﭼﻬﺎر ﺣﻮزه ﺣﺎﮐﻤﯿﺘﯽ و ﺳﯿﺎﺳﺖﮔﺬاري، ﺳﺎزﻣﺎن ﻫﺎي واﮔﺬار ﮐﻨﻨﺪه ﺧﺪﻣﺎت، ﺑﻨﮕﺎهﻫﺎي ﺧﺪﻣﺎت و ﻣﺸﺘﺮﯾﺎن آنﻫﺎ ﺷﻨﺎﺳﺎﯾﯽ ﺷﺪ. در ﻧﻬﺎﯾﺖ ﻧﯿﺰ ﺑﺮ ﻣﺒﻨﺎي ﭼﺎﻟﺶﻫﺎي ﺷﻨﺎﺳﺎﯾﯽ ﺷﺪه راهﮐﺎرﻫﺎﯾﯽ در دو ﺑﻌﺪ ﺳﯿﺎﺳﺘﯽ-روﯾﮑﺮدي و اﺟﺮاﯾﯽ-ﻋﻤﻠﯿﺎﺗﯽ اراﺋﻪ ﺷﺪه اﺳﺖ ﮐﻪ از ﺟﻤﻠﻪ آنﻫﺎ ﻣﯽﺗﻮان در ﺑﻌﺪ ﺳﯿﺎﺳﺘﯽ-روﯾﮑﺮدي ﺑﻪ ﭘﺬﯾﺮش ﺑﻨﮕﺎهﻫﺎي ﺧﺪﻣﺎت ﺑﻪ ﻋﻨﻮان ﯾﮏ ﻣﻮﺿﻮع ذﯾﻞ ﺣﻮزه اﺻﻠﯽ دوﻟﺖ اﻟﮑﺘﺮوﻧﯿﮏ و ﺗﻌﯿﯿﻦ ﻧﻬﺎد ﻣﺘﻮﻟﯽ ﺑﺮاي اﯾﻦ ﺑﻨﮕﺎهﻫﺎ اﺷﺎره ﻧﻤﻮد. ﻫﻤﭽﻨﯿﻦ در ﺑﻌﺪ اﺟﺮاﯾﯽ و ﻋﻤﻠﯿﺎﺗﯽ ﻧﯿﺰ ﺑﺎزﻧﮕﺮي و اﺻﻼح آﯾﯿﻦﻧﺎﻣﻪﻫﺎ و ﻧﯿﺰ اﺳﺘﻔﺎده از ﺷﺎﺧﺺﻫﺎي رﺗﺒﻪﺑﻨﺪي ﺑﻨﮕﺎهﻫﺎ ﺟﻬﺖ ﺣﻞ ﻣﺸﮑﻼت ﻣﺮﺑﻮط ﺑﻪ ﺗﻮﺳﻌﻪ ﮐﻤﯽ و ﻧﺎﻣﺘﻮازن ﺑﻨﮕﺎهﻫﺎي ﺧﺪﻣﺎت اﻟﮑﺘﺮوﻧﯿﮏ ﭘﯿﺸﻨﻬﺎد ﻣﯽﺷﻮد.

The advent of information and communication technology today has opened up new opportunities for the growth and development of countries around the world. E-government is one of the important phenomena of the use of information and communication technology that has made many changes in the way of today's human life and has created new expectations. Governments need to use a variety of channels to deliver services that enable citizens to get the services they need at anytime, anywhere in the information technology context, to meet these expectations. Government service counter offices are one of the communication channels in Iran where government agencies provide services to citizens. Accordingly, the present study aims to identify the issues and challenges facing the counter offices in the framework of the interpretive paradigm and the qualitative approach. The target community is to identify challenges, experts, and practitioners, especially in the field of e-government and counter offices in Khorasan Razavi province. The intuitive judgment method was also used by snowball sampling technique to select the experts for the interviews. The main source of data is qualitative interviews with experts. The findings were interpreted in the context of the MaxQDA software and identified challenges in four domains of governance and policy making, service delivery organizations, counter offices and office customers. Finally, based on the identified challenges, strategies are presented in two policy-approach and executive-operational dimensions, which can be accepted in the policy-approach dimension of service firms as a subject in the field. The key to e-government and the institution of trustee for these firms is pointed out. In the executive and operational dimension, it is also suggested to revise and amend the bylaws as well as to use the ratings of firms to solve problems related to the quantitative and unbalanced development of e-services firms.