政务服务大厅标准化现场管理应用初探——以丽水市行政服务中心为例

Analysis on the Application of Standardized Site Management in Government Service Hall——Taking Lishui Administrative Service Center as an Example

政务服务大厅是企业和群众对政务服务感知度最高的场所,政务服务的好坏直接影响着企业和群众对政府的满意程度。作为提升政务服务大厅利器——标准化现场管理,其通过5S现场管理、服务礼仪培训等一系列工具,改善大厅的现场环境,提高人员的服务水平,进而不断满足企业和群众的预期需求。本文以丽水市行政服务中心推行标准化现场管理为例,阐述了推行过程、要点及成效,总结出相关方法和经验并给出了下一步的建议。

The public and enterprises are most sensitive to government service.The quality of the government service directly affects the satisfaction level of the public and enterprises.Standardized site management including 5S management,protocol training and etc.helps improve the environment of service hall and service level of clerk so as to continuously meet the expected needs of the public and enterprises.Taking Lishui municipal administrative center as an example,this paper explains the process,key points and productive results of the standardized site management of the government service hall,summarizes relevant methods and experience and gives suggestions for the next step.