政务服务“好差评”制度：政策意蕴、理论阐释与路径建构

Evaluation System for the Government Service: Policy Implication, Theoretical Explanation and Implementation Path

党的十八大以来,政务服务已成为建设服务型政府的新引擎。政务服务质量高不高、企业群众满意度如何衡量,长期以来缺乏制度化保障。公共管理学界已经认识到,构建科学合理的政务服务“好差评”制度已提上日程。基于政务服务助力推进政府治理现代化的宏大视角,本文探讨了现阶段我国政务服务“好差评”制度的政策意蕴,基于公共受托责任理论和新公共管理理论阐释了政务服务“好差评”与服务型政府的理念映射,并从价值取向、评价机制、评价内容、评价方法四个维度勾勒出了其建构路径。本文研究既丰富和发展了新公共管理运动的理论体系,亦有助于在实践中为加快我国服务型政府建设提供方法论借鉴。

Since the Eighteenth National Congress of CPC,the government service has become a new momentum for building the service-oriented government.For a long time,there has been a lack of institutionalized guarantee to measure the quality of government service and the satisfaction of the masses and enterprises.Public management scholars have realized that to establish a scientific and reasonable evaluation system for government service has been put on the agenda.Based on the grand perspective that government service helps to promote the modernization of government governance,this paper preliminarily explores the era implication of this evaluation system in China at present.And then it explains the concept mapping between the evaluation system and the service-oriented government,following by a theoretical analysis framework based on the public accountability theory and new public management theory.Subsequently,the implementation path for this evaluation system is constructed in such four dimensions as value orientation,evaluation mechanism,and evaluation content and evaluation method.This study can not only enrich and develops the theoretical system of the new public management movement,but also help to provide methodological guidance for speeding up the construction of service-oriented government in practice.