公共服务质量评价:国外经验与中国改革取向

Evaluation of Public Service Quality:Foreign Experience and Reform Orientation in China

提升公共服务能力,改善公共服务供给水平,以高质量的公共服务回应日益增长的公共服务需求已成为西方发达国家的政府共识。各国基于不同的背景与动因推行公共服务质量管理,基于公民权利、政府责任等共同理念促使各国政府引入企业中质量管理的理念以提升公共服务质量,积累了多种公共服务质量评价方法;评价结果通过各种质量奖、政府改革得以反馈,建立起公共服务质量管理的良性运行机制。国外公共服务质量评价为我国服务型政府建设,及其推进公共服务均等化提供了借鉴,我国各级政府在行政改革中亦进行了诸多改善公共服务质量的有益探索,而未来改革应在公共服务质量评价的公共服务需求表达机制,构建公共服务质量评价的激励机制,开展专业化、行业化公共服务质量评价等方面有更大进展。

In response to the growing demand,It is the global government consensus to improve public service quality. Although different countries are based on different national backgrounds and motivation of public service quality management practice, All governments introduce enterprise quality management concepts to improve the quality of public services. Foreign governments provide the experience,such as a variety of evaluation methods, quality awards, establishing better mechanism of public service quality. In China, governments at all levels have made exploration in public service quality. The future public service quality reform should construct the demand expression mechanism, enforce the incentive of public service quality evaluation