| In recent years, the development of e-government has been placed on the agenda in most countries all over the world. More and more researchers and pioneers have paid much attention on this problem. Although the development of e-government has been promoted a lot, unfortunately, it still meets various challenges such as low-rate of utilization, data gap, low-level of users'satisfaction and data isolation. These situations lead to a great deal of resource waste as well as poor-service for public.Meanwhile, with the promotion of democracy, the participation awareness of public is increasing step by step. Public also expect more for government services and they hope to change the relationship between public and government. They would like to choose better government services just as market consumers. Based on this condition, governments are trying to change former democratic system for adopting flexible demands. The researchers also rethink the research of e-government.Aimed at the present conditions of e-government in research and practice, the research changed the former e-government developing mode which is oriented around the providers of e-government, which is oriented around the demanders of e-government----ultimate users, that is the public. The public demands for ultimate services are researched to set up the demands identification and management model of ultimate services. Our research is based on the consideration as follows: Research literature of electronic government demand-->Research on identification on electronic government users-->Identification on users'demands of electronic government-->Empirical analysis on factors of affecting citizen demands--> Empirical analysis on factors of affecting business demands-->Research on electronic government demands design.Primary work and conclusion as follows:Firstly, based on the conceptual evolution of electronic government, the basic theories of electronic government demands are discussed, including the relationship model of users, the content of service, the factors affecting electronic government service, mutual exchange among government, citizen and business; discuss the research meaning and application of e-government demand; and review former researches. So research direction is educed.Secondly, the users of electronic government are identified, and methods of distinguishing users are brought forward. We analyze the stakeholders of electronic government based on the stakeholder theory, and confirm the main users group. Comparing the customer of business, these users have the characters such as: universality, equality, and equity of right and duty. We advance methods which can classify the users of electronic government, from the point of view as following: macro-micro, system of electronic, government and geography area. Based on these, the relationship model of users is founded. It points out that there exists exchange relationship among users. Finally, user identification process is formed, and is explained by a case.Thirdly, a demand identification model is set up. Analyzing the situation of supply and demand, the model is founded by identification of customers'demand. Using life-cycle theory, the model discusses the demand content of e-government users, the influencing factors of demand scale and intensity of e-government. And demand lists of e-government are formed according to emerging degree of demand. Finally, a conceptual model which affects demand is proposed.Fourthly, key factors affecting citizen demand are discussed. An empirical model, which is based on consumer behavior theory and life-cycle theory, is founded in order to identify citizen demand. Our research obtains 541 efficiency effective samples by random collection, which aims at general citizen. The result which is analyzed by SPSS reveals that individual factor, society factor, geography factor, and technology factor will take an important effect on citizen demand of e-government. Among these factors, age, education level, geography location and level and income are obvious. And for service mode, another factor will be important, that is on-line time.Fifthly, key factors affecting business demands are discussed. Like citizen surveys, our research obtains 223 efficiency questionnaires by random collection. The result is similar to citizen survey, which age, education level, geography location and level, business scale may take a significant effect on business demands of e-government. For service mode choice, it is related to education level of employee, business scale and economic level.Sixthly, demand planning management is studied. The research sets up demand intensity analysis model in order to seek for relationship between population characteristic factors and demand intensity. And by using cross effects of all factors to demand scale, the planning management is carried out. So demand planning dynamic management model is set up, which is based on the analysis of demand intensity and demand scale layout. Finally, the research validates demand intensity and demand scale plan.The primary innovations of this thesis are summarized in the following:(1)The users of e-government are confirmed and a method of e-government user classification is put forward. In order to realize e-government, it is necessary firstly to clarify a problem:"who is the consumer of e-government?"Although there are researchers put forward some development patterns of e-government such as G2G, G2C, G2G, G2N, G2E, they don't specifically give the conception of e-government consumer and also don't clarify who on earth is consumer of e-government. The e-government development patterns they put forward don't give the criteria of e-government consumer classification. This problem blocks further research practice of e-government. Diversified problems of e-government implementation we previously mentioned are a result of lacking e-government consumer clarification.Based on literature review, users'relationship management theory is applied into e-government research which enriches theory research content. Based on users subdivision of CRM, clarify e-government users are clarified and point out that e-government users mainly include four classes of group which are citizen group, corporation group, government group and non-government organization or non-profit institution. On the basis of this classification for e-government users, the criteria of classifying e-government users are put forward. Then e-government users are defined from angles of macro and microcosmic, e-government system, government and district, and discuss the relationship between e-government users. Then the research proposes user identified process of e-government., and explains the process by Xin-Fang information system case.(2)The demand identification model is constructed. After confirmation of e-government users, how can people recognize demand of e-government? Analyzing situations of supply and demand of e-government, demand identification model is conducted,including content of demands, factors affecting demand, demand lists which categorize e-government demand into outside demand, latency demand and undiscovered demand.(3)Key factors affecting citizen and business are studied. The majority of researches analyze from macro angle such as national strategy, policy and security, which ignore users themselves. And these researches are lack of empirical analysis, mainly based on experience and case study.Our research is founded on survey study, which studies population character factors. These factors, such as individual, society, geography, technology and psychology, are from the point view of user demand. The result reveals these factors will take an important effect on demand and service mode, embodying age, education level, location, location level and income, etc. It supplies theoretical reference for government individual service.(4)The planning management model of e-government demand. In the process of e-government planning, because of limited resource it is impossible to make all services electronic in all districts. So it needs to enforce e-government demand intensity and scale management. But previous research and practice don't take this problem into account. Most e-government practices follow other district's e-government practice without considering about concrete situation of local districts which causes bad waste of resource and dissatisfaction of users.Therefore, based on the results of empirical study, the model of e-government demand intensity and scale plan management about citizen and business is constructed. Through this model we can effectively forecast basic situation of e-government demand in one district based on its population character factor. After theoretically analyzing the model, the research verifies with practical data. Finally, a demand planning dynamic management model is constructed so as to provide scientific decision foundation for e-government management of government department.
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