数据驱动的政务服务高满意度交付模式研究

A Study on Data-Driven High Satisfaction Delivery Patterns Identification in Administrative Services

[目的/意义]识别各类服务对象诉求,有针对性地设计高满意度服务交付模式,有利于弥合政务服务供需侧偏差,优化服务资源配置,提升服务对象满意度和获得感。[方法/过程]基于DIIS理论框架,运用证据推理规则方法对北京市在2019—2021年期间政务服务对象“好差评”调查数据和部分办件数据开展分析,识别各类对象的高满意度服务交付模式。[结果/结论]不同类型服务对象对不同服务要素需求程度不同;缩短办事时长、优化办事环境、完善窗口服务是提升政务大厅服务满意度的基础性要素;法人事项办理者更强调事前政策知悉,青年群体更关注信息化服务,中老年群体则更关注进入大厅后的服务流程。

[Purpose/significance]Identifying the service demands of various customers and designing tailored high-satisfaction service delivery patterns can bridge the gap between supply and demand sides of administrative service,optimize service resource allocation,and enhance the satisfaction of the service recipients.[Method/process]Based on DIIS theory framework and evidential reasoning rule method,an analysis is conducted on the“positive-negative feedback”survey data and partial transactional data of administrative service recipients in Beijing from 2019 to 2021.The aim is to identify high-satisfaction service delivery modes for various categories of recipients.[Result/conclusion]Different types of customer segmentations have different demands for different service elements.Shortening the service time,optimizing the service environment and improving the service attitude are the most important factors to optimize the hall government service.Enterprise-related personnel pays more attention to the prior policy knowledge.The youth group pays more attention to the online service and business service.The middle-aged and elderly group pays more attention to the service process after entering the hall.