發(fā)布時間：2018-03-27 21:52

  本文選題：政務(wù)服務(wù)中心　切入點：公共價值　出處：《合肥工業(yè)大學(xué)》2017年碩士論文

【摘要】：“互聯(lián)網(wǎng)+”催生各個領(lǐng)域的新業(yè)態(tài),同時也深刻地影響著我國政務(wù)服務(wù)中心的服務(wù)模式,以跨部門協(xié)同、線上線下一體化為特征的整體服務(wù)供給成為必然趨勢。政務(wù)服務(wù)中心整體服務(wù)在形式和內(nèi)容上有別于一般政府機構(gòu)部門所提供的公共服務(wù),由此也也衍生出行政審批改革中信息共享業(yè)務(wù)協(xié)同難、上下聯(lián)動難等諸多新問題,這往往涉及制度立法等頂層設(shè)計層面的問題而非簡單的技術(shù)革新。面對此類合法性危機,績效評估作為行政體制改革強有力推手,其評估結(jié)論為政策決策者提供有效的改革依據(jù),因此重構(gòu)績效評估體系在政務(wù)服務(wù)中心整體服務(wù)研究中占有重要地位,現(xiàn)階段對“互聯(lián)網(wǎng)+”條件下的整體服務(wù)績效評估問題研究成為當前行政管理與電子政務(wù)研究的前沿性課題。鑒于我國“互聯(lián)網(wǎng)+”條件下政務(wù)服務(wù)中心整體服務(wù)績效評估問題的復(fù)雜性,基于傳統(tǒng)績效評估方法的績效評估指標體系由于相對注重整體服務(wù)績效結(jié)果,對于績效生成過程中與其它主體的合作,以及在這個過程中的合法性建構(gòu)關(guān)注度不夠,導(dǎo)致政府績效分析出現(xiàn)價值矛盾。本文將公共價值管理理論作為政務(wù)服務(wù)中心整體服務(wù)的績效評估理論基礎(chǔ),闡釋了公共價值管理理論與整體服務(wù)二者的內(nèi)在契合。并從整體服務(wù)與公共價值融合的視角出發(fā),構(gòu)建出基于Mark Moore的“戰(zhàn)略三角模型”、以“公共價值創(chuàng)造”、“整體服務(wù)支持與授權(quán)”和“整體服務(wù)與治理能力”為核心維度的政務(wù)服務(wù)中心整體服務(wù)的公共價值計分卡績效管理模型。同時,研究設(shè)計政務(wù)服務(wù)中心整體服務(wù)的公共價值計分卡績效評估指標體系。最后,將公共價值指標體系應(yīng)用到浙江等地的網(wǎng)上政務(wù)服務(wù)大廳的績效分析中,并結(jié)合現(xiàn)階段“互聯(lián)網(wǎng)+政務(wù)服務(wù)”創(chuàng)新中政務(wù)服務(wù)中心的整體服務(wù)建設(shè)遇到的問題提出合理化建議。以期通過該套指標體系彌補BSC(Balanced Scorecard,平衡計分卡)應(yīng)用在公共部門績效評估中所無法關(guān)注到的公共價值理性,最終實現(xiàn)“互聯(lián)網(wǎng)+”條件下政務(wù)服務(wù)中心整體服務(wù)績效水平的提高。
[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.
【學(xué)位授予單位】：合肥工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：D035

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