数字化政务服务系统绩效评价的内在逻辑和发展趋势--以杭州市萧山区行政服务中心数智评价体系为例  

The logic and trends of performance evaluation for digital government service systems:a case study of the administrative service center with intelligent evaluation systems in Xiaoshan District

作　　者：吴伟强[1] 周进涛 陈燕红 WU Weiqiang;ZHOU Jintao;CHENYanhong(School of PublicAdministration,Zhejiang University of Technology,Hangzhou 310023,China;Hangzhou Xiaoshan District Administrative Examination and Approval Service Management Office,Hangzhou 311202,China)

机构地区：[1]浙江工业大学公共管理学院,浙江杭州310023 [2]杭州市萧山区行政审批服务管理办公室,浙江杭州311202

出　　处：《浙江工业大学学报（社会科学版）》2023年第1期1-8,共8页Journal of Zhejiang University of Technology：Social Sciences

基　　金：杭州市改革研究与促进中心专项课题(2021)。

摘　　要：通过比较政务服务系统的数字化变革历程和数字化政务服务系统绩效评价理论的演变,发现仅仅局限于对行政服务中心服务质量的评价并不能真实反映政务服务绩效的全貌,偏重宏观角度探讨行政服务中心管理体制、运行模式等问题,更无法消除整体性治理的障碍,停留在定性分析和缺乏数据支持的评价指标和评价方法适用性不佳、操作性欠缺。遵循政府改革的逻辑线索,在数字时代,对政务服务系统的绩效评价应实施全末端评价、全流程评价和全数据评价,杭州市萧山区行政服务中心数智评价体系为此提供了一个良好样本。对数字化政务服务系统的绩效评价,应紧扣数字治理的发展趋势,强化预测能力,突出经济性评价,融合服务和管理两个数字系统。By comparing reforms in digitalization of government service systems and theoretical evolutions in performance evaluation of digital government service systems,this paper finds that solely evaluating the service quality of the administrative service center cannot truly reflect the whole picture of government service performance.Furthermore,emphases from a macro perspective on general issues related to,such as,the management system and the operational mode of the administrative service center,are not sufficient to remove barriers to holistic governance,and would limit evaluation methodologies to qualitative analyses and data insufficiency.These limitations could give rise to deficiencies in applicability and operability.In the era of digitalization,following the logic of government reform,the intelligent evaluation systems at the administrative service center in Xiaoshan District represent a positive example of performance evaluation with end-to-end processes and comprehensive data analyses.These findings suggest that the performance evaluation of digital government service systems should closely follow the development trend of digital governance to strengthen the forecasting ability,highlight the economic evaluation,and integrate the digital systems of both service and administration.

关 键 词：政务服务 绩效评价 数字化 整体性治理 服务型政府 

分 类 号：D523-39[政治法律—政治学]