第三方公共服务绩效评估可靠吗?--广东省的案例研究

Are Public Service Performance Evaluations Reliable?Evidence from Guangdong Province

公民满意是政府绩效评估的核心问题之一,公共服务绩效则是政府绩效的重要组成部分。目前已有较多公共服务绩效评估项目增加了公民满意度调查,但是对这些调查结果的有效性却少有研究。本文以广东省为例,对A大学和B机构的公共服务满意度调查数据进行横向对比和纵向分析,试图揭示其评估的有效性。总体上看,两个机构的公民满意度调查结果有较大的相似性,并且二者逐年接近,说明公民满意度调查可以较为有效地反映公共服务绩效。研究发现,A大学评估结果的纵向稳定性较差,而B机构的纵向结果相对稳定。基于对两个项目有效性的探究,本文提出了改进公民满意度调查的政策建议。

Citizen satisfaction is a core issue of modern government performance evaluations,and public service performance is an important part of government performance.Citizen satisfaction surveys have been added in many public service performance evaluations projects in China,but the validity of the results is neglected.In this paper,we use horizontal comparison and longitudinal analysis of the survey data of UniversityA and InstitutionB in Guangdong Province to reveal their validity.The results of the two agencies have many similarities and are close to each other year by year,which suggestthat citizen satisfaction surveys can reflect public.service performance.The longitudinal stability of InstitutionB is much better than UniversityA,suggesting its survey results are relatively stable.Based on the investigation of the validity of the two projects,we discuss the promising ways to improve the measurement of citizen satisfaction.