国际比对视角下我国政府热线服务的现状、问题与标准化对策  

The Status Quo,Problems and Standardization Countermeasure on the Government Helpline Services in China from a Global Perspective

作　　者：侯非[1] 柳成洋[1] 曹俐莉[1] 曾毅[1] 

机构地区：[1]中国标准化研究院,北京100191

出　　处：《西安交通大学学报（社会科学版）》2014年第6期118-122,共5页Journal of Xi'an Jiaotong University：Social Sciences

基　　金：中央科研院所基本业务费项目(602013Y-3057)

摘　　要：伴随着服务型政府建设步伐的不断加速和信息化技术的迅猛发展,作为社会管理和公共服务的重要窗口与有机组成,近年来,我国政府热线建设全面铺开。文章在分析发达国家政府热线服务现状与特点的基础上,对比梳理出我国政府热线服务发展现状与主要问题,研究提出建立标准体系、制定标准化发展规划、加快标准研制、开展绩效评价等方面的建议,为提升政府热线服务质量与管理效能提供技术参考与依据。along with the continuous speeding up of the pace of the construction of the service- oriented government and the rapid development of informatization technology,the construction of the government helpline services in China acting as an important window and organic composition has been carried out on a full scale in recent decades. Based on the analysis of the status quo and features of developed countries and combing out the status quo and main problems of the development of the government helpline services in China comparatively,our study makes proposals on establishing the standard system,standardized developmental plan,speeding up the standard research and formulation,making performance assessment,and so forth to provide technical reference and basis for raising the service quality and administration efficiency of the government.

关 键 词：政府热线服务 绩效评价 标准化研制 

分 类 号：D631.43[政治法律—政治学]