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。
Basic public service quality, as a concept and an evaluation term that are urgent to be defined, is not equivalent to the performance evaluation of administrative service, or the measurement of customer satisfaction, not to mention drawing an analogy with product quality or service standard. The concept of basic public services quality should include considerations for its situation and hierarchy based on the value orientation chosen by public administration under different decision environment. For example, in the context of new public administration, customer satisfaction and the microscopic quality of rational choice are important; in the context of democratic citizenship, common interest and mesoscopic quality of demand expression are pursued; while in the context of new public services, public interest and macroscopic quality of value norm become the highlight. Of particular note, the core of basic public service quality lies in citizens＇ first-hand experiences and overall evaluations when they are included in the public service chain including its supplement, distribution, coverage and reception. For this reason, the quality of basic public service can only be improved and its reform achievements can only be shared by each citizen with efforts to build a supply system interacting the government, the general public and the market, thus ensuring that the public service is accessible, well-supplied, well-distributed, and wide-accepted.
出处
《中国行政管理》
CSSCI
北大核心
2017年第3期68-72,共5页
Chinese Public Administration
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)
关键词
基本公共服务质量
情境性
层次性
评估
规范分析
basic public service quality
situation consideration
hierarchy consideration
evaluation
normative analysis
