探析政府热线绩效评价中的公众参与

Analysis on Public's Participation in Evaluation of Government Hotline Performance

"参与"是公众在社会管理中的地位体现,公众参与是公众与政府良性互动的过程,是市场经济的内在要求、民主政治的本质体现、管理社会化的必然趋势。政府热线服务于公众,公众的参与必然是其绩效评价的核心内容。政府热线的服务质量得以提升,公众的利益诉求得以满足的"双赢"是公众参与政府热线绩效评价效果评估标准。

Participation reflects the social position of the public in the social management. The participation of the public is a positive interaction process between the public and the government, which is the inherent requirement of the market economy, reflection of the essence of democratic politics, management, and inevitable trend of socialization. Government hotline serves the public, and public’s participation must be the core of their performance evaluation. And the standards of the public’s participation in evaluating the government hotline are the enhancement of service quality and"win-win"including meeting the public’s demands for interests.