基于公共价值管理理论的政务服务中心整体服务绩效评估指标体系研究

发布时间：2018-03-27 21:52

本文选题：政务服务中心　切入点：公共价值　出处：《合肥工业大学》2017年硕士论文

【摘要】：“互联网+”催生各个领域的新业态,同时也深刻地影响着我国政务服务中心的服务模式,以跨部门协同、线上线下一体化为特征的整体服务供给成为必然趋势。政务服务中心整体服务在形式和内容上有别于一般政府机构部门所提供的公共服务,由此也也衍生出行政审批改革中信息共享业务协同难、上下联动难等诸多新问题,这往往涉及制度立法等顶层设计层面的问题而非简单的技术革新。面对此类合法性危机,绩效评估作为行政体制改革强有力推手,其评估结论为政策决策者提供有效的改革依据,因此重构绩效评估体系在政务服务中心整体服务研究中占有重要地位,现阶段对“互联网+”条件下的整体服务绩效评估问题研究成为当前行政管理与电子政务研究的前沿性课题。鉴于我国“互联网+”条件下政务服务中心整体服务绩效评估问题的复杂性,基于传统绩效评估方法的绩效评估指标体系由于相对注重整体服务绩效结果,对于绩效生成过程中与其它主体的合作,以及在这个过程中的合法性建构关注度不够,导致政府绩效分析出现价值矛盾。本文将公共价值管理理论作为政务服务中心整体服务的绩效评估理论基础,阐释了公共价值管理理论与整体服务二者的内在契合。并从整体服务与公共价值融合的视角出发,构建出基于Mark Moore的“战略三角模型”、以“公共价值创造”、“整体服务支持与授权”和“整体服务与治理能力”为核心维度的政务服务中心整体服务的公共价值计分卡绩效管理模型。同时,研究设计政务服务中心整体服务的公共价值计分卡绩效评估指标体系。最后,将公共价值指标体系应用到浙江等地的网上政务服务大厅的绩效分析中,并结合现阶段“互联网+政务服务”创新中政务服务中心的整体服务建设遇到的问题提出合理化建议。以期通过该套指标体系弥补BSC(Balanced Scorecard,平衡计分卡)应用在公共部门绩效评估中所无法关注到的公共价值理性,最终实现“互联网+”条件下政务服务中心整体服务绩效水平的提高。
[Abstract]:"Internet" has given birth to new business patterns in various fields, and has also profoundly affected the service mode of our country's government affairs service center, in order to coordinate with other departments. The overall service supply, characterized by the integration of online and offline services, has become an inevitable trend. The form and content of the overall service provided by the Administrative Services Center are different from the public services provided by the general government agencies. This also gives rise to many new problems in the reform of administrative examination and approval, such as the difficulty of cooperation of information sharing business, the difficulty of linking up and down, and so on. This often involves problems at the top design level, such as system legislation, rather than simple technological innovations. Faced with this kind of legitimacy crisis, As a powerful promoter of administrative system reform, performance evaluation provides an effective basis for policy decision makers, so reconstructing the performance evaluation system plays an important role in the study of the overall service of the government service center. At present, the research on the performance evaluation of the whole service under the condition of "Internet" has become the vanguard of the current research on administration and e-government. The complexity of the problem of performance evaluation, The performance evaluation index system based on the traditional performance evaluation method pays less attention to the cooperation with other subjects in the process of performance generation and the legitimacy construction in this process because of the relative emphasis on the overall service performance results. This paper takes the theory of public value management as the theoretical basis of the performance evaluation of the whole service of the government service center. This paper expounds the internal agreement between the theory of public value management and the whole service, and sets out from the angle of the fusion of the whole service and the public value. This paper constructs a "strategic triangle model" based on Mark Moore, which takes "public value creation", "overall service support and authorization" and "overall service and governance ability" as the core dimensions of the public value score of the overall service center of government affairs service center. Card performance management model. At the same time, This paper studies and designs the performance evaluation index system of the public value scorecard for the whole service of the government affairs service center. Finally, it applies the public value index system to the performance analysis of the online government service hall in Zhejiang and other places. Some reasonable suggestions are put forward according to the problems encountered in the whole service construction of the government affairs service center in the innovation of internet government service at the present stage. The purpose of this paper is to make up for the BSC(Balanced Scorecard by this index system, and to apply the balanced scorecard to the public. The reason of public value which can not be paid attention to in the evaluation of department performance, Finally, the overall service performance level of government service center can be improved under the condition of Internet.
【学位授予单位】：合肥工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D035

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