“整体主义”难解政府服务绩效之困——国内外“政府服务绩效评价”研究差异的文献解释

"Holism" Cannot Get the Governments out of the Service Dilemma:An Explanation by the Abroad and Domestic Researches on Government Service Performance Evaluation

目前由政府服务绩效不佳引致的群众不满事件逐渐增多,以至于政民之间被认为是"蛙水关系"。可以通过对政府服务的绩效评估来把握服务现状以便有针对性地改进。学者作为"社会的眼睛",从其对政府服务绩效评估的研究应该可以管窥到目前我国政府服务现状。本文搜集了333篇国外、66篇国内此类学术文献,经过整体审读、细节透视,发现国外的研究是一种具体的、微观的评估,它的使命在于改进服务效率,而国内研究具有明显的"刮风"倾向,力图以东方的整体主义思维塑造一个大而全的"服务型政府",但却缺乏基本的服务工具。本文认为,可以针对研究不足在未来改进,也可以通过推进政府服务哲学转型、推行政府服务市场细分、推进政府服务终极责任制等方式来改进目前的政府服务效率。

So far, the mass＇ dissatisfactions with the local governments in China mainland have gradually in-creased due to the poor performance of government services, so that the relationship between the government and the mass is considered to be ＂frog and water＂. A Survey shows that 53.3% of citizens hold the belief that the gov-ernments and citizen should remain a relationship of ＂service and being serviced＂, while the reality is that 65% of the officials in varied governments think the relationship between the governments and the citizens should be ＂rule and being ruled＂. The gap between the government officials and the citizens are making the relationship worse and worse now. We must find a way to get out of the plight so as to return to the good relationship of ＂fish and water＂. Bing aware of the bad relationship between the people and the governments, President Hu Jintao demands all the party members and all the officials in varied governments must ＂hold the people in the heart＂, and he even mentioned 145 times of the word ＂people＂ in his report to the 18th National Congress of CPC. Premier Wen Jiabao also emphasized the importance of serving the people. In his Government Work Report in 2005, he proposed the i-dea of building a service-oriented government, and on October 24, 2007, the Party＇s Congress decided to start a re-form of building service-oriented government. In the 18th National Congress of CPC, establishing a service-oriented government was highlighted once again as a means to solve the problem of bad relationship between the governments and the people （citizens）. Although the reform to build service-oriented governments has become a fashion in China, there remain a lot of incidents caused by the disharmonious relationship between the governments and the citizens. As the saying goes that ＂no evaluation, no management＂ ; we have to evaluate the establishing performance to grasp the advances in the reforms to get the bad relationship harmonious. It is well known that the scholars are the ＂eyes of the society＂, and if we take a deep study to their achievements, we could find some useful information and rules. Consequently, we hold the view that we could find the performance status quo of establishing the service-oriented governments in China by studying the domestic and abroad research papers on evaluating the government service performance. In this paper, after studying 333 abroad papers and 66 domestic papers on government service performance e-valuation, we find that the Chinese scholars take a holism perspective to understand government service and try to establish a ＂holistic service government＂, while they have no tools to realize it. Unlike the Chinese count parts, the abroad scholars treat the ＂government service＂ as some certain specific domain to uncover its performance sta-tus. The evaluating philosophy of the abroad searching lies in that the government service means the service must be provided but not necessarily produced by the governments. Under the different philosophies, the abroad scholars e-valuated the performance of education service, defense service, health service, traffic service, contracted-out serv- ices, and so on. By evaluating the performance of every specific public service, the abroad scholars have been making great contributions to improve public service performance in their countries. The Chinese scholars tried their best to evaluate the performance of the whole ＂service-oriented government＂. In their eyes, public service means a monolithic, holistic body which cannot be divided into parts to be evaluated. Under such philosophy, the domestic scholars contributed little to improve the nation＇ s public service performance guided by the philosophy of holism. We suggest learn the abroad experience to take measures of implementing a new metaphor of government service, making service market segmentations, and promoting the ultimate accountability of government services to improve the current efficiency of government services.