【作者】 于秀琴；

【导师】 陈通；

【作者基本信息】 天津大学 ， 技术经济及管理， 2011， 博士

【摘要】 服务型政府的治理模式和治理理念,带来了政府绩效评估在价值取向、目标定位、评估内容、评估方法等方面的重大变化。县级政府将服务职能直接延伸到公众,其改革、创新是全国服务型政府建设的突破口。绩效评估作为努力向上改善政府绩效的动力,引起了世界各国政府以及有关学者的普遍关注。因此,县级服务型政府绩效评估及服务力提升对策研究显得尤为重要。本文在研究公共服务理论、绩效管理理论和服务管理理论基础上,提出以服务对象为价值取向的县级服务型政府绩效评估的理论体系。首先,通过专家调查法对县级服务型政府绩效评估主体的主动性、影响力和独立性等进行调查,根据利益相关者理论研究评估主体的相关度,构建三位一体的多元评估主体结构。其次,依据县级政府的服务型职能建立绩效评估指标体系,根据四位一体的绩效结构要素法设计评估指标体系,遴选适合我国特色的县级服务型政府绩效评估的指标体系。公众满意度是县级服务型政府绩效评估的主要指标之一,构建县级服务型政府绩效的公众满意度指数模型(CGMSI),以此建立县级服务型政府绩效的公众满意度测评的指标体系。再次,评述各种绩效评估方法的优缺点,构建以目标管理为导向的绩效指数模型,运用绩效指数评估法,通过量化各种投入、转化的总成本与产出、反馈效果的对比,客观、全面测评县级服务型政府绩效,通过实证研究验证其绩效指数模型的可操作性。最后,依据评估结果,分析县级政府对两个服务主体服务力提升的路径,创建服务力提升模型,研究县级政府服务力提升的对策建议。本文的主要创新点:第一,首次提出县级服务型政府绩效评估及服务能力提升的理论。基于县级政府职能由传统的统治转为管理,再转为服务,首次提出县级服务型政府绩效评估及服务能力提升的内涵、外延及表现方式,研究县级服务型政府绩效评估的理论体系,填补我国县级服务型政府绩效评估及能力提升对策研究的空缺,推动政府绩效评估研究进入服务型政府绩效评估研究的新阶段。第二,创建模型,创新县级服务型政府绩效指数评估法。创建多元评估主体构建模型、指标体系设计模型、评估方法选择模型、群众满意度测评模型、服务力提升对策研究模型。创造性地提出县级服务型政府绩效指数评估法,改善当前我国政府绩效评估不计服务成本无法横向比较的缺陷。第三,将县级服务型政府绩效评估这一手段与目的结合起来。绩效评估是手段,其目的是提升县级政府的服务力,因此本文尝试着将评估结果应用于县级政府服务力提升,使绩效评估这一手段与目的有机结合起来,也使绩效评估工作更加系统完整。更多还原

【Abstract】 The model and the idea of the governance of service-oriented government will bring significant changes in the assessment of government performance, such as in the aspects of the value orientation, the object position, the assessment content, assessment methods and so on. The functions of county level government directly extend its service to the public, and the reform and innovation of it will bring out breakthrough in the construction of service-oriented government. Governments all over the world and the related scholars have paid much attention to the performance evaluation which is taken as a driving force to improve the government performance. Therefore, it is particularly important to the study of countermeasures for the performance assessment and improving its service ability of the service-oriented county level government.Based on the theory of public service-oriented, management theory of performance evaluation of government and public service management, this paper argues that there should be a theoretical system to assess the performance of the service-oriented county level government according to the needs of the clients. Firstly, based on the evaluation of the initiative, influence and independence of the subject of the performance assessment of the service-oriented county level government and according to the theory of stakeholders investigating the connected interest of the subject, the structure of trinity multiple evaluation of the subject should be established. Secondly, based on the service functions of county government, the indicators systems of the performance assessment of the county level service-oriented government should be established. The methods of structural elements of multiple will direct the design of the system of indicators which should be created a model according to the characteristics of China. Public satisfaction should be one of the main indicators of service-oriented level county government and the model of public Satisfaction Index(CGMSI)of service-oriented level county government should be established .Thus, the system of indicators of public satisfaction of service-oriented level county governments will be established. Thirdly, this paper will comment the advantages and disadvantages of the methods of performance evaluation, and establish the model of the objectives-oriented performance index. By the use of the appraisal means of performance indicators, through the quantization of inputs, transforming the total cost and the output, and feedback and contraction, and the performance of service-oriented level county government can be assessed objectively and comprehensively. The operation of the model of the performance index should be tested by the empirical research. Finally, according to the results of the assessment, and analyzing the two methods by which the service capability will be improved for the two subjects of the service of county level government. The model of improving the service capability should be established, and the countermeasures which will have something to do with improving the capability of the county level government should be studied.There are some main innovations of this paper. In the first place, This paper first proposes the content, extension and expression of the performance assessment and improving the service capability of the county level service-oriented government. It fills the vacancy of the performance assessment and improving the service capability of the county level service-oriented government, which means a new stage for the study of the performance assessment and improving the service capability of the county level service-oriented government. In the second place, the multiple models and the methods of performance index will be created. The multiple models will provide the basis for evaluation subjects structure, indicator system, assessment options, public satisfaction index, improvement of service ability and so on. However, the model of public satisfaction index of Chinese government will be first proposed. The methods of performance index will perfect the drawback about not be parallel compared and not be counted the cost of service of government. In the third place, the performance of service-oriented county-level government is used as means,it are combined with the purpose of performance evaluation. The work of performance assessment is a means. The purpose of performance evaluation is help to enhance service capability of the county level government.This paper will attempt to assess the results of the assessment are applied to county government services to increase, so that means are combined with the purpose of performance evaluation. Consequently, the study is both about the performance evaluation and countermeasures of improving the service capability of the county level service-oriented government, which will make the evaluation system more perfect.更多还原