摘要
绩效考核和问责制度诱发的政府回应策略是公共管理学的经典议题之一。本文以J市政务热线满意度考核为例,总结政府部门应对考核与问责的策略,并发展出相应的解释逻辑。研究发现,政府部门面对热线办满意度考核压力时,采取提升服务质量、夯实组织基础、加强沟通学习、操作考核机制、运作责任机制、无视考核结果等六种回应策略,蕴含着"完成任务"、"应对考核与避责"以及"应对竞争与寻求晋升"的三重逻辑。本文将市民主观绩效评价、问责机制与部门回应策略置于城市政务热线场景中加以讨论,不但有助于深刻解读城市政务热线的运作过程,而且挖掘出了政府部门面临考核与问责时的多种行动策略及理论机制。
The issue of government responsive strategies caused by performance appraisal and accountability system is one of the classic topics in public management.This paper takes the satisfaction assessment of the government hotline in city J as an example to refine and summarize the government agencies’strategies of responding to the assessment and accountability and their explanatory logic.This paper finds that when government agencies face the pressure of the satisfaction assessment of the hotline office,they adopt six responsive strategies,such as improving service quality,strengthening organizational foundation,enhancing communication and learning,operating the assessment mechanism,operating the accountability mechanism,and ignoring the assessment results.These six strategies reflect three drivers of government behaviors:namely,"completing the task","coping with the assessment and avoiding responsibility"and"responding to competition and seeking promotion".This paper discusses citizens’subjective performance evaluation,accountability mechanisms and departmental response strategies in the context of municipal government hotlines,which not only provides an in-depth interpretation of the operating process of municipal government hotlines,but also uncovers the manifestations and theoretical mechanisms of various strategies of Chinese government agencies under the pressure of satisfaction evaluation and accountability in theory.
作者
孙宗锋
姜楠
Sun Zongfeng;Jiang Nan(Institute of Contemporary Socialism,Shandong University;School of Political Science and Public Administration,Shandong University,Qingdao 266237)
出处
《中国行政管理》
CSSCI
北大核心
2021年第5期40-46,共7页
Chinese Public Administration
关键词
城市政务热线
满意度
绩效问责
回应策略
municipal government hotline
satisfaction
performance accountability
responsive strategies
