行政服务中心流程再造的影响因素:浙江实证

Successful Factors of Business Process Reengineering in Administration Service Center:Empirical Study of Zhejiang

公共服务变革是一个从大政府小服务到小政府大服务的流程再造过程,行政服务中心是这一过程的重要载体。通过对浙江57家行政服务中心1009个部门/窗口负责人的问卷调查,运用多元线性回归方法探讨现阶段行政服务中心流程再造的主要影响因素。研究表明,流程绩效受到策略规划、企业家素质、窗口状况、信息化、部门合作、中心管理、互联互通等多方面因素的共同影响,公共服务再造的结果绩效主要受中心管理、企业家素质、部门合作、窗口发展等因素的影响。实证表明,浙江行政服务中心的发展正处于公共服务变革从第二阶段到第三阶段的过渡期,即前台整合、后台开始整合的阶段,第二阶段扎实的流程改造方面的努力(审批制度改革等)获得回报,流程规则步入正轨,但结果绩效相对较小且面临进一步突破的瓶颈。此外,还得到个别反常识的结果。

Public service innovation is an evolution process from “Large government and small service” to“Small government and large service”. Administration service centers （ ASC ） is one of the institute of public service reform. In 2006 we made a questionnaire study on BPR in Zhejiang ASC, which including 1 006 samples. The conclusion is that successful factors of process performance include strategy, enterprisership, window status, informationzation, department cooperation, ASC management, and net-linkage, etc. , while successful factors of result performance include ASC management, enterprisership, department cooperation, and window status, etc. So, the Zhejiang public service is between the second stage and the third stage of public service reform, i.e. integrated front-office and integrating back-office. As a result, process performance is visible, but result performance is latent. By the way, some anti common results are discussed in this paper.