顾客导向、政策网络与公共服务

Consumerism,Policy Networks and Public Service

顾客需求是形成政策网络的基础与前提,政策网络是满足和达成顾客需求的工具与手段,二者的无缝契合会持续改进公共服务质量。在复合性治理语境中,政策网络是以公民为中心编织的协作关系,是受公民偏好驱使的路径创新。作为一种需求体系和扩散网络,政策网络的存在有助于提升公共服务供给的正当性和实现公共服务效率的帕累托改进。从一定程度上来说,具备效能化、便利化、标准化和在地化的政策网络能让公共服务充分化供给和均等化供给成为可能。同时,基于政策网络的公共服务表达机制、公共服务评估机制、社会资本生产机制和社会治理保障机制的建构与优化是提高顾客公众满意度、提升公共服务质量和水平不可或缺的路径选择。

Customer demand is the basis of policy network and policy network is a means to meet customer requirements. Also, their seamless conjunction can ameliorate quality of public service persistently. In context of compound governance, policy network is regarded as collaborative relationship woven for citizens and a path innovation driven by citizens＇ preferences. As a type of demand system and diffusion network, policy network helps to promote legitimacy and Pareto improvement in public service supplying. To certain extent, policy network characterized by efficiency, facilitation, standardization and localization can render the sufficiency and equalization of public service supply. At the same time, to improve customer＇ s satisfaction and elevate quality and level of public service, constructing and optimizing expression and evaluation mechanism of public service, production mechanism of social capital and governance mechanism of social security based on policy network are indispensable path selections.