高质量公共服务制度执行的工具适配与运用研究

A Study of the Matching and Application of Tools for the Institutional Implementation of High-Quality Public Services

高质量公共服务满足人民日益增长的“美好生活需要”,与高质量经济体系相辅相成。要使高质量公共服务的制度设计转化为现实的执行效果,需要综合分析不同制度领域适用的执行工具及其特征,避免执行工具与目标之间的不适配。高质量公共服务制度执行涉及一系列不同要素的集合,包括组织系统、关系规则和递送机制,分别需要适配不同的工具,如质量管理工具、网络管理工具和数字管理工具等。从执行工具在服务结构调整、资源优化配置和服务动力强化过程可以发现,高质量公共服务制度的执行主要有三种工具适配途径:一是引入以质量为中心的执行工具,为组织结构的有效性和响应性提供激励;二是使用组织伙伴关系激活复杂的公共行动网络,使网络之中相互依赖的行动者开展高效的合作;三是强化数字技术对公共服务的赋能作用,实现对公共服务的动态感知和敏捷回应。

High-quality public services meet people’s growing“needs for a better life”and complement the high-quality economic system.In order to transform the institutional design of high-quality public services into practical implementation results,it is necessary to comprehensively analyze the implementation tools and their characteristics applicable to different institutional fields,so as to avoid a mismatch between the implementation tools and the goals.The institutional implementation of high-quality public services involves a collection of different elements,including organizational systems,relationship rules and delivery mechanisms,which needs to be matched to different tools,such as quality management tools,network management tools,and digital management tools.By analyzing the application of three different institutional tools in the process of service structure adjustment,resource optimal allocation and service power strengthening,this paper proposes three tool matching approaches for the institutional implementation of high-quality public services.The first one is the introduction of quality-focused institutional tools to provide incentives for the effectiveness and responsiveness of organizational structures.The second one is the use of organizational partnerships to activate complex public action networks that enable efficient collaboration among interdependent actors within the network.And the third one is to strengthen the enabling role of digital technology in public services and realize dynamic perception and agile responses to public services.