摘要
公共服务变革是一个从"大政府小服务"到"小政府大服务"的再造演进的进程。行政服务中心是承担这一历史使命的重要载体。本文以行政服务中心的前沿实践为基础,通过对浙江57家中心1009个部门窗口负责人的问卷调查,探究了公共服务流程再造的决定因素。首先,给出相关研究背景和综述;其次,提出研究的概念模型和基本假设;第三,对模型结果进行了讨论;第四,分析了政策和管理启示;最后,给出研究局限和研究展望。研究表明,目前公共服务流程再造的最主要决定因素是中心和部门领导的企业家素质,其次电子政府的推进也起到积极的作用,但制度和策略的因素影响不大。因此,进一步的体制改革和法规理顺势在必行。
Public service innovation is an evolution process from ＂large government and small service＂ to ＂Small government and large service＂. Administration service centers （ASC） is one of the institute of public service reform. In 2006 we made a questionnaire study to Zhejiang ASC, which include 1006 samples. Firstly, A review is given. Secondly, concept model and assumptions are provided. Thirdly, we provide the study methodology, including variables design, sample and data collection, reliability and validity, and model establishment, etc. Fourthly, results are discussed. Fifthly, suggestions on policy and management are proposed. Finally, we present the limits and further directions. The conclusion is that dominant power of business process reengineering in public service is the entrepreneurship spirit of ASC and the leadership as well as information technology. Therefore, deeper institutional innovation and legal system are necessary.
出处
《管理评论》
CSSCI
北大核心
2009年第3期107-115,共9页
Management Review
基金
浙江省教育厅科学研究重点项目(20070599)
关键词
流程再造
公共服务创新
行政服务中心
多层线性模型(HLM)
浙江
business process reengineering （BPR）
public service innovation, administration service centers （ASC）
hierarchical linear modeling （HLM）
Zhejiang province
