贵州省政府政务服务中心窗口人员绩效评价指标体系的研究

发布时间：2018-03-16 10:13

本文选题：贵州省政府政务服务中心　切入点：人员绩效评价　出处：《西南大学》2017年硕士论文　论文类型：学位论文

【摘要】：政务服务中心是伴随着全面深化行政体制改革、深化审批制度改革的产物,顺应了社会和群众不断要求提高行政效、构建服务型政府的需求,是少有的自下而上进行改革创新的政务服务机构,近年来各地政务服务中心在转变政府职能方面取得了积极的成果。同时,政务服务中心的绩效考评、第三方评估等也开始成为热点,作为机构绩效评估的一部分,关于政务服务中心进驻窗口工作人员的绩效评价也应受到重视,尤其是在政务服务中心进驻窗口及人员复杂的背景下,评价指标的研究尤为重要。本文紧紧围绕政务服务中心,选取了贵州省政府政务服务中心作为研究重点,就贵州省政务中心关于进驻窗口工作人员绩效考评,开展了五部分研究:第一部分是对政务服务中心研究背景及研究意义进行说明,并简要分析了国内外关于政务服务中心和政务服务中心人员绩效评价研究状况后,看到了我国关于政务服务中心的研究较多,且研究内容也比较多样和深入,但在关于窗口工作人员绩效评价方面,目前国内研究则相对较少。第二部分主要介绍了政务服务中心及政务服务中人员绩效评价的相关概念,并对作为研究政务服务中心人员绩效考核的新公共服务理论、服务型政府理论、平衡记分卡理论和关键绩效指标四个理论支撑进行了阐述。第三部分为贵州省政府政务服务中心关于进驻窗口工作人员绩效评价现状分析和人员考核指标体系的实证分析。首先,简要叙述了贵州省政府政务服务中心组织架构、组织职能、人员结构及进驻窗口工作人员评价体系;其次,对贵州省政府政务服务中心人员评价指标体系设计、体系结构和指标具体内涵进行说明;随后,通过问卷调查和访谈调查,对贵州省政府政务服务中心窗口工作人员考评体系进行实证研究,并进行了问卷信度检验及问卷数据的实证分析。第四部分在结合上述实证分析基础上,找出贵州省政府政务服务中心关于进驻窗口工作人员绩效考评指标选取工具缺乏一定科学性、评价指标和指标权重设定不够完善等问题。并分析得出上述问题的原因为评价指标设计流程不够科学、评价受到主观及客观因素影响较大、评价缺乏相应的激励措施、以及评价中仍然追求公平等,为后续完善考核指标和实施指标保障措施的提出提供依据。第五部分在上述问题和成因的基础上,首先按照平衡记分卡的思路提出进驻窗口工作人员绩效评价维度;随后使用关键绩效指标理论对进驻窗口工作人员工作目标及工作职能进行层层分解,提出评价指标体系;再利用层次分析法对各评价指标维度赋权;最后,结合评价指标提出实施保障措施意见。
[Abstract]:Government service center is the product of deepening the reform of administrative system and examination and approval system in an all-round way, and conforms to the demands of society and the masses to improve the administrative effect and construct a service-oriented government. In recent years, local government service centers have made positive achievements in transforming government functions. At the same time, the performance evaluation of government service centers, Third party evaluation has also become a hot spot. As a part of organizational performance evaluation, the evaluation of the performance of the staff of the resident window of the government affairs service center should also be paid attention to. Especially in the background of government service center's entry window and complicated personnel, the research of evaluation index is especially important. This paper selects the government service center of Guizhou provincial government as the focus of the research, focusing on the government service center. There are five parts of the research on the performance evaluation of the staff in the window of Guizhou Provincial Government Affairs Center. The first part is to explain the background and significance of the research on the government service center. After a brief analysis of domestic and international research on the performance evaluation of government service center and government service center personnel, we can see that there are more researches on government service center in our country, and the research content is also diverse and in-depth. But on the aspect of window staff performance evaluation, the domestic research is relatively few. The second part mainly introduces the related concepts of government service center and personnel performance evaluation in government service. And the new public service theory, the service-oriented government theory, which is used to study the performance evaluation of government service center personnel, is also discussed. The theory of balanced Scorecard and the four theoretical supports of key performance indicators are expounded. The third part is the analysis of the current situation of staff performance evaluation and the personnel assessment index system of Guizhou Provincial Government Service Center. Empirical analysis. First of all, This paper briefly describes the organizational structure, organizational function, personnel structure and staff evaluation system of Guizhou Provincial Government Government Service Center. Secondly, it designs the evaluation index system of Guizhou Provincial Government Government Service Center. The system structure and the specific connotation of the indicators are explained. Then, through the questionnaire and interview investigation, the paper makes an empirical study on the evaluation system of the window staff of the Guizhou provincial government government service center. The reliability of the questionnaire and the empirical analysis of the questionnaire data are also carried out. Part 4th is based on the above empirical analysis. Finding out that the government affairs service center of Guizhou Provincial Government is lack of scientific method to select the performance evaluation index of the staff in the entry window. The causes of the above problems are that the design process of the evaluation index is not scientific enough, the evaluation is greatly influenced by subjective and objective factors, and the evaluation lacks the corresponding incentive measures. And the evaluation still pursues fairness and so on, which provides the basis for the following improvement of the assessment index and the implementation of the index safeguard measures. 5th part on the basis of the above problems and causes, Firstly, according to the idea of balanced Scorecard, the paper puts forward the dimension of staff performance evaluation in the entry window. Then, the key performance index theory is used to decompose the work goal and function of the staff in the entry window, and the evaluation index system is put forward. Finally, combining with the evaluation index, the author puts forward the suggestion of implementing the safeguard measures.
【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D630

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