Study On The Quality Evaluation Issues Of The Basic Public Service

China is in a crucial period of "Twelfth Five-Year Plan", improving the quality ofbasic public services is a fundamental responsibility of all levels of government at thisstage. To improve basic public service quality, inseparable with evaluation. Basic publicservices quality evaluation should be used as an important tool for the government’spublic service behavior specification, effective control of the public sector to performtheir duties according to law, improvement of public satisfaction and trust, but also canbe an effective means to reverse the government’s public sector to promote the qualityof the atmosphere and the formation of consciousness. Therefore, there is a need toresearch something about the basic public services quality evaluation, such as theconcept, attributes, essential requirements, basic principles, theoretical basis, technicalmethods, operation strategies and so on, to promote the continuous improvement of thequality of basic public services and to solve the nowadays problem that the quality levelof basic public service is difficult to meet the growing public demand. Researchmethods mainly include literature, comparative research methods, systems analysis,multi-disciplinary research and qualitative analysis. Technical route follow the theory-method-practice research ideas, pay full attention to the theoretical evaluation and theanalysis method of the quality of basic public services, in order to explore theevaluation of the quality of basic public services practice strategies more scientific andcomprehensive. The main innovation performance in four areas: First, rigorous andstandardized combing the differences and connections in performance and quality, aclear boundary between the two ranges; Changed the current research situation that thequality and performance of fuzzy concept, the boundary is not clear. The second is acomprehensive interpretation of the meaning of basic public service quality; extendedthe existing meaning that quality is satisfaction, this is a kind of supplement andimprovement for understanding the meaning of quality in the public domain in ourcountry.Also analysised of its special qualities and attributes of basic public services onthe basis of the service and public characteristics of basic public services,filled the blankabout the research on the special qualities and attributes of basic public services inchinese field of academic study.The third is a systematic analysis of the TQM theory,CBA theory, CRM theory’s application in the mechanism of government shortcomings,and make up studies,from the problems of three theories applicatied in the governmentdepartments,for example,not fully consider about the strategy factors,cost factors,benefit factors, demand factors,and so on, and using the integration approach of fusingthe multi subject theories,improved the present situation of not full study on quality management theories about other disciplines applied to the public domain.The fourth isto propose a comprehensive analytical framework of basic public service qualityevaluation, change the quality evaluation methods based on the existing general qualityevaluation, and achieve a comprehensive monitoring and evaluation of the quality ofbasic public services.The main contents are summarized as follows:The first chapter. The introduction focuses on the cause of the topic and thesignificance of current research.Then put forward paper’s framework and researchmethods, and the paper’s innovations.The second chapter. The concept and attributes of the quality evaluation of basicpublic services. This chapter researches four content. First is to study the concepts ofquality progressively, service’s quality, quality of public services and quality of basicpublic services; the second is to make the interpretation of the basic characteristics ofpublic service quality, proposed basic public services fuzziness, dependence, interactive,non-transferable intrinsic attributes, as well as justice, participation, compliance,compatibility, etc. given target attributes. The third is to clarify the evaluation of thequality of basic public services five essential requirement, that are the public demand asthe evaluation basement, the public interest as the evaluation’s substance, thecitizen-centered yardstick as the value, the perform as a public measure of value, thepublic satisfaction as highest standard. Finally, the four basic principles of evaluatingthe quality of basic public services, namely basic public services quality evaluationshould follow the holistic consideration, systemic relevance, multidimensional andhierarchical design principles show.The third chapter. Theoretical basis of basic public services quality evaluation. Thischapter analyzed three theories. Due to the government provides the broad range ofpublic services, the complexity of the target service, changeable social environment, theservice process influencing factors of uncertainty, as well as the particularity of therelationship between government and citizens, the ambiguity of the concept of thequality, and so decided the management and evaluation of the quality of public servicesand the basic public services are difficult. Total quality management theory, theory ofcost-benefit analysis and customer relationship management theory can provide to thepublic service "advance","current ","after" three stages of quality monitoring andevaluation to provide theoretical support. Some of the inherent flaws of these theorieswhen applied to government areas exist, only supplement BSC theory, public valuetheory, the theory of sustainability, stakeholder theory can provide better guidance in themanagement and evaluation of public service quality and basic public services.The fourth chapter. Technical methods of the evaluation of the basic public servicesquality. This chapter first works on service quality evaluation of three basictechnologies models, evaluation methods and the advantages and limitations, thenpresent basic public services quality evaluation model--CIPP that is a alternative modelbased on this, as well as comprehensive analysis of the CIPP model,Technology KANOmodel and SERVQUAL model used in the basic public service quality evaluation. Thenthe basic public services quality evaluation methods have been studied, analyzed the quality evaluation of three commonly used methods, namely family of standardscertification evaluation, excellent performance evaluation and satisfaction evaluation,and puts forward the basic public services quality evaluation must combine evaluationof compliance with satisfaction evaluation. In addition, this chapter analyzes fourevaluation methods: the internal evaluation, external evaluation, subjective evaluationand objective evaluation, pointing out that the evaluation method of basic publicservices quality should be a combination of internal and external, the combination ofsubjective and objective. Finally, summarizes the general process of the evaluation ofbasic public services quality. This chapter on the quality of basic public servicesevaluation model, in-depth study of the ways and methods, as well as the evaluationprocess, designed to provide a reference for the quality of basic public services in Chinaevaluate current practice.The fifth chapter. Operating strategy of evaluate quality of basic public services.Four aspects of this chapter are to explore the quality of basic public services content,subject, organization and the results of the application. Obtain quality basic publicservices should be evaluated in the content on internal, external and consumers thesethree dimensions; the choice of subject should be a multi-body system that includeconsumers, providers, higher authorities, competent leadership, of supervisiondepartment and other stakeholders; the organizations building strategy should considerfour areas: the organization’s structure, ability, supervision and ethical; evaluationresults in applications can associated with reward and accountability results togetherwith resource allocation and performance assessment, give full play to motivate,supervise, control and guide.The basic conclusions of the study paper include:①Quality unlike performance,quality is not just to meet the needs of the extent of the public, but including compliancewith pre-established procedures and practices to meet the pre-specified inputrequirements, in line with pre-set requirements results or effects, maximize function, theright way to do the right thing, to meet the degree of a series of quality standards, withother aspects of the meaning of public spirit, covers economic performance, efficiency,effectiveness, effectiveness, fairness, satisfaction degrees. Both cross, there are alsodifferent.②There are not onlythe intrinsic attributes such as interactive,non-transmission, fuzzy, attachment, etc;but also the given attributes, as well as justice,participation, standardization, compatibility, etc.They are a specific embodiment for theessence of the quality of basic public services.The study on these attributes of thequality of basic public services is to enable the subject of evaluation to choice propermethods and strategies implementing the evaluation according to the particularityrequires of the quality attributes of basic public services.③Comprehensiveconsideration from internal and external customers in three dimensions, including notonly the resources consumption, the process results, Output result, Output efficiency,and ability to meet the needs of satisfaction and social impacts and consequences, butalso the responsibility of the public service objectives, standards and values load in theprocess of provide public services.④Evaluate the quality of basic public services usinga combination of internal and external, the combination of subjective and objective evaluation methods,in order to evaluate scientificly and comprehensively the basicpublic services in according of these quality factors,such as conditions,resourceutilization,process,output and results,etc.⑤The achievement of evaluating the qualityof basic public services need consumer service providers, higher authorities andcompetent leadership, discipline inspection and supervision departments and otherstakeholders to participate together.They constitute a multiplex system of evaluationmain bodies of basic public service,to make the service work in the public sector undersocial supervision,and strengthen the cooperation and restriction between each otherthrough the many bodies interaction of different stakeholders, minimize and avoidfriction and conflict between the main evaluation bodies which prompted the evaluationorganization to as far as possible obtain the objective and accurate evaluate results.