政务服务质量监测体系研究

Research on Monitoring System of Government Service Quality

党的十九大以来,我国大力提倡优化政务流程,提升政府治理能力,建设人民满意的服务型政府。实施政务服务质量监测是优化政务服务流程、提升政务服务质量的重要方式。在此背景下,本文旨在通过研究整体路径框架的选择,建立一个可操作、可推广、可复制的政务服务质量监测体系,为政务服务质量研究拓展视角和方法论。文章首先梳理当前我国政务服务质量监测体系存在的问题;然后依托“服务型政府”“整体性政府”以及SERVQUAL模型理论,根据二维框架设计路径建立政务服务质量监测体系;最后在分析存在问题的基础上,探索构建政务服务质量监测体系的思路,提出各级政府研制监测体系的对策建议。

Since the 19th National Congress of the Communist Party of China,China has vigorously advocated the optimization of government procedures,the enhancement of government governance capacity,and the building of a service-oriented government to gain the satisfaction of the people.The implementation of government service quality monitoring is an important way to optimize the government service process and improve the quality of government service.In this context,this paper aims to establish an operational,applicable and replicable government service quality monitoring system by studying the overall path framework,to expand the perspective and methodology for the study on government service quality.This paper first sorts out the problems existing in the current monitoring system of government service quality in China,and then establishes the monitoring system of government service quality by applying the theories of"service-oriented government","integrated government"and SERVQUAL model.Based on the analysis of the existing problems,the paper puts forward the ideas of constructing the monitoring system of government service quality,tactics and suggestions for governments at all levels to develop the monitoring system.