中共天津市委党校学报2026，Vol.28Issue(2)：42-51,10.DOI:10.16029/j.cnki.1008-410X.2026.02.005
虚拟数字人政务服务效能偏差及其优化
Performance Deviation and Optimization for Virtual Digital Humans in Government Services
摘要
Abstract
Virtual digital humans have become a key driver for enhancing service efficiency in gov-ernment departments.However,deviations in their governmental service performance frequently occur,severely undermining public trust.Technologically,they are constrained by algorithmic flaws,inadequate data quality,and cluttered interface design.Organizationally,they are influenced by conservative mindsets,departmental behaviors,and hierarchical structures.Environmentally,constraints such as the decoupling of facilities from their environment,fluctuations in the supply environment,and inappropriate public cognition and behavior collectively contribute to these per-formance deviations.To address these,a preventative barrier comprising proactive services,contin-gency plans,and public guidance must be established ex ante.In the process,remedial measures like fault isolation,tiered remediation,and service restoration should be implemented.Ex post,a learning mechanism involving knowledge management,institutional optimization,and personnel training needs to be built.These steps are essential to ensure the successful application of virtual digital humans and the high-quality construction of digital government.关键词
虚拟数字人/政务服务效能/数字政府/全周期治理Key words
virtual digital human/government service performance/digital government/full-cycle governance分类
社会科学引用本文复制引用
韩啸,刘林沛,杜倩颍..虚拟数字人政务服务效能偏差及其优化[J].中共天津市委党校学报,2026,28(2):42-51,10.基金项目
本文系国家自然科学基金重点项目"面向复杂公共事务的跨组织与跨机构协同机制研究"(批准号72134005)和四川省哲学社会科学重点研究基地区域公共管理信息化研究中心重点项目"多模态交互下智能政务用户体验的影响机制与优化路径研究"(批准号QGXH25-02)的阶段性研究成果. （批准号72134005）
