区级政府行政服务满意度及质量提升研究报告——基于佛山顺德区行政服务中心的调查

A Survey of District Level Governmental Service Satisfaction and Measures for Quality Improvement:a Case of Shunde Administrative Service Center

行政服务中心是政府提供行政审批服务的窗口,通过对区级行政服务中心服务对象的服务需求及满意度调查,可以了解区级政府的行政服务质量和效能提升方向,推动行政服务改革。研究通过随机抽样,获取前往顺德区行政服务中心的办事人员的1 014份现场调查及17 673份网上调查样本,对窗口服务、办事环境、公共服务及总体评价进行了满意度调查,了解办事人员的相关服务述求及意见建议,分析顺德区行政服务效能的现状和问题,并给出相应的效能提升建议。

Administrative Service Center is the government window to provide the public administrative services. The service satisfaction and quality improvement survey helps the district government to perform better governance reform and offer better service to the public. The survey collected 1 014 on-site and 17 673 online samples randomly from the clients of Shunde Administrative Service Center, which investigated the citizen's requirements and satisfaction information on window service, service center environment, public service and overall evaluation. Through a detailed analysis of the current situation and existing problems, certain measures for the improvement of service quality are provided.