中国公共服务质量改进的理论与实践进展

Progress in the Theory and Practice of Public Service Quality Improvement in China A Brief Review

考察国外公共服务质量管理理论与实践,评述中国公共服务质量管理的研究现状、实践进展及其未来走向,是一个十分重要的课题。当前的理论研究与实践探索皆表明,公共服务质量改进已成为中国政府治理与改革的一个核心内容,公共服务管理及质量改进研究正逐步成为中国公共管理研究的一个新领域;而中国公共服务质量改进的下一步应该重在加强理论创新,促进公共服务质量改进的知识增长;树立质量第一理念,培育公共部门质量管理文化;实施大数据战略,健全公共服务质量管理系统;拓展公民调查与评价,形成参与型、协作型的质量改进机制。

It is a vital piece of research to assess the theory research and practice status of public service quality management in China on the basis of the development of theory and practice in this particular area in Western countries,so as to propose suggestions for future work. The current research and practice in China show that public service quality improvement has already become an essential part of government reform and governance,and that research on public service management and quality improvement is steadily emerging as a new area in the study of public administration in China. Going forward,public service quality improvement in China is expected to promote knowledge growth by strengthening theoretical innovation,establish a ＂quality first＂philosophy by fostering the quality management culture in the public sector,perfect the public service quality management system by implementing a＂big data＂strategy,and create participatory and collaborative quality improvement mechanisms by conducting citizen surveys and citizen-driven evaluations.