“实体一站式政府”与“网络一站式政府”互补性研究

发布时间：2018-09-02 09:32

【摘要】：20世纪80年代以来,两轮新公共管理运动推动各国政府相继兴起了“实体一站式政府”与“网络一站式政府”的构建,这两种服务模式极大地降低了官僚制政府的运作成本,提升了政府的运作效率。物理逻辑集中的“实体一站式政府”历时较长,它构建出的前厅后室的扁平化服务模式有利于便捷地为管理相对人在进入一厅或一厅中的一窗就办结所有事宜,能为管理相对人提供个性化与人性化的服务。结果是,它在信息化水平不高的行政情境下取得丰硕的服务成果。但是,相对于“网络一站式”服务模式,它受制于服务实体的存在及其相配套的物理条件,其服务能力易受工作人员个性特征与各部门要求的影响,其有限的运作机能也难以处理大量常态化或同质性的事务,由于其长期运作需要耗费大量重复的政府与社会资源致使其需要较高的运作成本。然而,“网络一站式”服务模式也并非尽善尽美,它“一站式”服务目标的实现要受制于电子辅助设施以及懂得运用这些设施的相关人员；网络攻击与难以追溯的责任机制容易给网络操作方造成各种损失；僵化的的计算机服务难以像人一样面对面提供个性化、人性化的服务以及解决复杂性问题；而且,在短时间启动“网络一站式”服务模式需要耗费大量资源,难以一蹴而就。相比之下,“实体一站式”服务模式的优势往往是“网络一站式”服务模式的劣势,反之亦然。因此,笔者提出这两种服务模式是互补的。政府应该以新公共管理理论与新公共服务理论做理论依据,基于比较优势来制定互补的行动对策,即首先,政府要转变行政观念,将“管理相对人”视为“服务相对人”,要以服务型与责任型政府为导向,塑造有预见性、有事业心与具有使命感的政府及其雇员；其次,根据服务模式的比较优势,政府可以将两种服务相对人的需求与两种“一站式”服务模式相匹配,制成二维框架图以指导互补型“一站式政府”的构建。再次,笔者建议将这一二维框架图通过具体的行动予以实施。即基于比较优势政府要巩固与提升“实体一站式政府”的服务态度或者服务能力,完善“网络一站式政府”的行政环境从而使得网络“一站式服务”优势得以施展。进而,通过构建财政、人力资源管理以及监督等体制机制来保障这两种服务模式的发展进程。
[Abstract]:Since the 1980s, two rounds of new public management movements have promoted the construction of "entity one-stop government" and "network one-stop government". These two service modes have greatly reduced the operating cost of bureaucratic government. Improved the efficiency of government operation. The physical logic set of "entity one-stop government" lasted a long time, and it constructed a flat service model in the front hall and back room, which can facilitate the management of all matters for the relative person to do in a window of entering a hall or a hall. Can provide personalization and humanization service for management relative person. As a result, it is in the low level of information in the administrative situation to achieve fruitful service results. However, compared with the "one-stop network" service model, it is subject to the existence of the service entity and its physical conditions, and its service capacity is easily affected by the personal characteristics of the staff and the requirements of the various departments. Its limited operation function is also difficult to deal with a large number of normal or homogeneous affairs, because its long-term operation needs to consume a large number of repeated government and social resources, resulting in its higher operating costs. However, the "network one-stop" service model is not perfect, its "one-stop" service goal is restricted by the electronic auxiliary facilities and the relevant personnel who know how to use these facilities; Network attacks and untraceable liability mechanisms can easily cause all kinds of losses to network operators; rigid computer services cannot provide personalization, humanization and complexity problems face to face as people do; and, It takes a lot of resources to start a "one-stop network" service mode in a short time, so it is difficult to accomplish it overnight. In contrast, the advantage of a one-stop entity service model is often the disadvantage of a one-stop network service model, and vice versa. Therefore, the author proposes that these two service modes are complementary. The government should take the new public management theory and the new public service theory as the theoretical basis, based on the comparative advantages to formulate complementary action countermeasures, that is, the government should change the administrative concept and treat the "management relative person" as the "service counterpart". The government and its employees should be guided by service-oriented and responsibility-oriented government with foresight, ambition and mission. Secondly, according to the comparative advantages of the service model, The government can match the needs of the two service counterparts with the two "one-stop" service modes, and make a two-dimensional frame map to guide the construction of the complementary "one-stop government". Thirdly, the author suggests that the two-dimensional framework chart should be implemented through concrete actions. That is to say, based on comparative advantage, the government should consolidate and enhance the service attitude or service ability of "entity one-stop government", perfect the administrative environment of "one-stop government on the network" and make the advantage of "one-stop service" of the network to be put into full play. Furthermore, the development process of these two service modes is ensured by constructing financial, human resource management and supervision system.
【学位授予单位】：广西大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：D035

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