电子政务服务质量管理思路研究

Research Frame on Service Quality Control of E - Government

随着电子政务建设的纵深发展,各国政府逐渐重视电子政务服务质量,并把电子政务的服务质量作为衡量政府服务能力的一种标志。本文强调引入服务质量管理的理论与方法,以公众的满意度为评价的尺度对电子政务的服务质量进行评估。通过完善标准和管理体系,建立测评标准、测评指标、测评流程和测评方法,准确反映公众满意状况,以便持续改进电子政务服务质量和水平,使电子政务的服务质量管理体系更为优化,使电子政务的服务更符合社会公众的要求。

Along with developing of E- government constructing in depth and width, most countries＇ governments pay more attentions to service quality of E - government gradually, and take service quality of the E - government as a mark to weigh its service ability. This paper puts emphasis on introducing of serving quality control theory and method, and evaluating service quality of the E - government using public satisfaction index as measure tool. In order to improve service quality of E - government and level continuously, optimize service quality management system of E- government, meet public＇s demand, we think that perfecting serving quality control standard and management system, setting assessment index, procedure and method to reflect public satisfaction accurately are feasible.