共同生产视角下政务服务供给的内在逻辑——基于南京市“宁满意”工程的案例分析

The Internal Logic of Government Administrative Service Delivery from the Perspective of Co-production——A Case Study of “Ning Man Yi” Project

近年来,政务服务改革取得了积极成效,有效激发了市场主体活力和社会创造力。本文基于共同生产理论视角,通过分析江苏省南京市政务服务便民化实践,解释需求导向下政务服务供给的内在逻辑。研究发现,南京市政务服务便民化体现出重视服务设计、强调过程优化、关注价值共创的特征。研究结果启示,未来政务服务创新需要更加关注“需求侧”主体偏好,以及不同主体在政务服务设计中的行为选择与互动关系,从而提升供给与需求的精准匹配。

In recent years, the reform of administrative services has experienced rapid progress.This article aims to explore the internal logic of the delivery of administrative services via a case study of “Ning Man Yi”project of Nanjing from the perspective of coproduction. The findings suggest that the implementation of this project has demonstrated features of needs-based service design, the improvement of the process and value creation. The findings have also shed light on enhancing the preferences of the demand side as well as the interaction of different actors during the process of service delivery.