“好差评”提升政务服务绩效的公共价值逻辑

The Public Value Logic of “Good and Bad Reviews” to Improve the Performance of Government Services

从公共价值视角看,政务服务具有整合结果主导的公共价值和共识主导的公共价值的属性。在已有研究和我国政务服务"好差评"实践的基础上,从结果主导和共识主导两个层面提出了政务服务的公共价值清单,在分析"好差评"制度现存的问题后,以政民互动为前提,以政务服务绩效为目标,以政务服务管理过程和公共价值创造与实现过程为主轴,建立了公共价值视角下的政务服务分析框架和作为公共价值系统的政务服务管理流程。以此为基础,提出了公共价值视角下"好差评"提升政务服务绩效的着力点,主要包括坚持"以人民为中心"的评价取向、突出诊断性评价的评价目标和尊重"测不准"的评价特点等。未来,要在设计、提供、评价、反馈与改进的全过程设计引入群众和企业参与的机制和效果评价机制,将政务服务"好差评"打造为促进公共价值创造和实现的载体。

Government services have the attributes of integrating result-oriented public value and consensus-oriented public value.Based on the research and practice of government service evaluation system, this study proposes result-led and consensus-led public value of government service.After analyzing the existing problems of the evaluation system, this study builds an analytical framework of government service evaluation system from the public value perspective, and develop a corresponding government service evaluation procedures.Finally, the key points of improving government service through evaluation system from the public value are proposed including insisting the people-oriented value, highlighting the diagnostic evaluation purpose, and accepting"the uncertainty principle"of evaluation.In the future, it is necessary to introduce mechanisms for the participation of the public and enterprises and evaluation mechanisms in the whole process of design, provision, evaluation, feedback and improvement, so as to make the"good and bad reviews"of government services as a vehicle to promote the creation and realization of public value.