The Research And Practice Of Performance Indicator System Of Public Service Quality Management

In spite of much exploration and great achievements in changing the machinery working style, standardizing the administrative acts and improving the service quality in our country's public sectors, there are still many deficiencies in management, working style, working efficiency, service quality and controlling the administrative cost. It is one of the most important topics currently confronted with our government on how to meet our country's reality, eliminate or reduce the deficiencies and guide our government from the regulation-oriented to the service-oriented smoothly.Therefore, this article points out that our government can attain the target by means of applying ISO9000, constructing and carrying out public service quality management system. Beginning with defining a few basic concepts on public service quality, this article analyzes its forming process, summarizes several factors which can affect public service quality, gives general methods and steps of public service quality management and systematically analyzes the performance indicators system of public service quality management and discusses its application, including designing the performance indicators system, setting the weight factors, controlling the performance targets and evaluating the performance indicators. At last, this article applies the methods to the State Administration of Taxation of Jiangxi province to prove the feasibility.