公共服务绩效主客观评价的契合性研究--来自H市基层警察服务的实证分析

The Fitness Study of Citizen's Subjective Evaluation and Objective Measure of Public Service:Empirical Analysis Based on the Street-Level Police Service in H City

公众参与是"公共治理"时代民主行政的基本诉求,公众评价公共服务绩效是否切实可靠,是关系服务型政府建设纵深推进的重要问题。论文立足H市基层警察服务绩效评价的实践,围绕"公众主观评价是否基于客观绩效做出"的理论争议,从整体层面和具体维度上分别探讨了主客观评价之间的契合性,以为公众有效参与公共服务绩效评价提供理论支撑和策略思考。研究发现,在整体层面上客观绩效对公众主观评价具有显著影响,而在具体层面上主客观评价之间的契合性却存在差异,即公众在宏观层面上对公共服务质量具有一定的识别或判断能力,在微观层面上公众主观评价的可靠性不能一概而论。可见,公众对公共服务绩效的评价不是评不准,而是评价的对象和内容要找准,建构科学合理的公众评价体系亟需努力。

Civic engagement is the main concern of 'public governance' in the era of democratic administration.To what extent citizen evaluation is reliable is a significant and important problem associated with the implementation of service-style government.Based on the practice of citizen evaluation of police service in H city,this research focuses on the correlative relationship between objective and subjective measures of public service.To provide theoretical support and strategic thoughts for the effective implementation of citizen involvement in the ratings of public service,this study explores the fitness of objective and subjective measures of public service from a comprehensive perspective and specific dimensions,respectively.We find that,at the comprehensive level,the objective measure of the performance of police service has an impact on a citizen's subjective evaluation of the service.With respect to specific dimensions,the fitness for accurate measurement,as between both types of measures,varies.In other words,citizens have sufficient capacity of judgment on the macro dimension of public service,yet there is no definitive conclusion regarding the accuracy of public evaluation at the micro level.Thus,this research concludes that it is of paramount significance to determine appropriate services and subjects when designing citizen evaluation of public services,and the construction of a scientific and reasonable citizen's evaluation system is still to be studied.