Abstract:

Mobile government services are a critical vehicle for advancing the reform of “Efficiently Handling One Thing.” Theyalso play a significant rolein improving government service efficiency and expanding the inclusive provision of public services. Based on the public value theory and the perspective of the whole-process experience of users in handling services， this paper presents a four-year consecutive experiential evaluation of China’s mobile government services in five dimensions： accessibility， usefulness， ease-of-use， trustworthiness， and desirability. Although the overall performance of China’s mobile government services has improved steadily in recent years， structural contradictions remain， with a significant tension between government supply and user experience. The government focuses on supply-side indicators such as application development， service launch， and function expansion， but users confront inaccessibility， impracticality， poor usability， insecurity， and unwillingness to reuse. These problems become acute in the insufficient service inclusiveness for vulnerable groups， difficulties in completing some services entirely on mobile devices， cumbersome and inefficient processes， weak perceived security， and low intention of continued use. Essentially， these issues stem from the ineffective coupling of the supply-side output logic and the demand-side outcome logic in the process of public value creation. Therefore， to achieve the reform goal of “Efficiently Handling One Thing” on mobile terminals， systematic efforts should be made to enhance service inclusiveness， improve service effectiveness， optimize process convenience， strengthen usage security， and increase user preference for continued use， so as to drive a profound transformation of mobile government services from supply-driven to experience-oriented.

Key words: efficiently handling one thing, mobile government services, evaluation, user experience, public value