Research on optimization of government service process based on ESIA method

doi:10.12267/j.issn.2096-5931.2025.12.006

Information and Communications Technology and Policy ›› 2025, Vol. 51 ›› Issue (12): 40-47.doi: 10.12267/j.issn.2096-5931.2025.12.006

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Research on optimization of government service process based on ESIA method

KE Qing¹, DONG Yaoyi², ZHANG Yanlin¹, SHEN Huimin³

^1. School of Management, Guangdong University of Technology, Guangzhou 510520, China
^2. Digital Government Association of Guangdong Province, Guangzhou 510030, China
^3. School of Business, Guangdong University of Foreign Studies, Guangzhou 510006, China

Received:2025-10-20 Online:2025-12-25 Published:2026-01-08
Contact: DONG Yaoyi

Abstract

Abstract:

Optimizing government service processes is a critical pathway to advancing the digital transformation of government services, while scientifically guided methodologies and robust technological tools serve as important guarantees for achieving such optimization. In response to the new requirements for government service processes against the backdrop of digital transformation, this study examines the applicability of the “Eliminate-Simplify-Integrate-Automate (ESIA)” process optimization method and its specific application in optimizing government service processes. Furthermore, it proposes an optimization framework for government service processes that integrates Robotic Process Automation and Artificial Intelligence technologies. The aim is to provide theoretical support and practical guidance for optimizing government service processes and facilitating the digital transformation of government services.

Key words: government service process, ESIA, process optimization

CLC Number:

C931

KE Qing, DONG Yaoyi, ZHANG Yanlin, SHEN Huimin. Research on optimization of government service process based on ESIA method[J]. Information and Communications Technology and Policy, 2025, 51(12): 40-47.

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http://ictp.caict.ac.cn/EN/10.12267/j.issn.2096-5931.2025.12.006

http://ictp.caict.ac.cn/EN/Y2025/V51/I12/40

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Research on optimization of government service process based on ESIA method

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