基本公共服务质量:一个系统的概念与分析框架

发布时间：2018-02-27 02:04

本文关键词： 基本公共服务质量情境性层次性评估规范分析　出处：《中国行政管理》2017年03期 　论文类型：期刊论文

【摘要】：基本公共服务质量作为一个亟待界定的概念与评估术语,既不能混同行政服务的绩效评价,也不能照搬顾客满意度测评,更不能套用产品质量或服务标准。依循公共行政在不同决策环境关注的价值取向,赋予基本公共服务质量概念的"情境性"和"层次性"特征:新公共管理语境重视顾客满意和理性选择的微观质量;民主公民权语境关注共同利益和需求表达的中观质量;新公共服务语境追求公共利益和价值规范的宏观质量。而基本公共服务质量的核心是公民参与公共服务提供、分配、获得、享用等服务链的亲身体验和综合评价。因此,构建"政府-公众-市场"三方互动的基本公共服务供给体制,保障基本公共服务提供充足、分配均衡、获得可及、享用普惠,才能让每一位公民共享基本公共服务的改革成果,不断提升基本公共服务质量。
[Abstract]:As an urgent concept and evaluation term, the quality of basic public service cannot be confused with the performance evaluation of administrative service, nor can it copy the evaluation of customer satisfaction. Not to mention applying product quality or service standards. Following the value orientation of public administration in different decision-making environments, The "situational" and "hierarchical" characteristics of the concept of basic public service quality: the new public management context attaches importance to the micro quality of customer satisfaction and rational choice, the democratic citizenship context pays attention to the intermediate quality of common interests and needs expression; The core of the basic public service quality is the personal experience and comprehensive evaluation of citizens' participation in the service chain of public service provision, distribution, acquisition and enjoyment. To construct the "government-public market" tripartite interaction of the basic public service supply system, to ensure the provision of basic public services adequate, balanced distribution, accessible, and enjoy universal access, Only then can every citizen share the fruits of basic public service reform and improve the quality of basic public service.
【作者单位】：四川大学公共管理学院;
【基金】：国家社会科学基金重大招标项目“城乡基本公共服务均等化的实现机制与监测体系研究”(编号:14ZDA030)
【分类号】：D630

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