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复杂环境中公共服务标准化一直是公共服务领域的一个难题,其根源在于传统的标准化模式是政府制定服务标准,通过组织力量向下推行的自上而下模式。自上而下的标准化模式在环境均匀的系统中非常有效,但在复杂环境中存在适应性困难的问题。本文从公共服务的消费者(公民)需求入手,结合公共服务的基本原理以及电子政务系统的特点,使用自下而上的模式,探讨设计出一套以基本服务项目为基础,以信息公开为推动力,以流程控制为信任源泉,以服务评价为倒逼机制的公共服务标准化指标体系,并为该指标体系的运行设计了行动指南。这种自下而上的公共服务标准化模式,在复杂环境中具有较高的适应性。
The standardization of public service in complex environment has been a difficult problem in the field of public service. The root cause is that the traditional standardization model is the top-down mode that the government formulates the service standard and goes down through the organizational power. The top-down normalization model works well in environmentally uniform systems, but there are issues of resilience in complex environments. This article starts from the needs of consumers (citizens) of public services, and combines the basic principles of public services and the characteristics of e-government system, uses bottom-up mode to explore and design a set of basic services based on information disclosure Impetus, process control as the source of trust, service evaluation as a forcing mechanism of public service standardization index system, and the operation of the index system designed a guide to action. This bottom-up model of public service standardization has a high degree of adaptability in a complex environment.