To Construct Open Government Service Process

The most important task of the government is to provide high-quality public services. At present, more and more open environment calls for considerable open government services, which means that the government must strengthen communication with the public in order to continuously improve service quality, and improve public satisfaction in the service process.However, the process of government services is in a closed system which is based on the modern bureaucracy, constitutional system, dichotomy structure of "politic- administration " and the traditional theory of public administration. It means that some procedures such as government grasp public's need, draw up service policy, provide service and improve service are in the "closed system". This closed government service process has characteristics of monopolistic, one-way, internal, and thus hinder to achieve the two goals of "efficiency" and "democracy". In order to criticize and transcend traditional theory, the contemporary public administration theory has modified and improved the government service process bases on the perspective of system and ecology. It provides a guideline to build an open government service process. In their opinion, to build an open government service process, we must take more environmental factors into account besides the traditional "closed loop". We must hold the opinion that government service is an interactive, dynamic process between internal system and external environment. And to establish more smooth communication mechanism, more democratic decision-making mechanism, more efficient delivery mechanism, more flexible and innovative mechanism are indispensable ways to build an open government service process. Some local governments' innovation such as Shangyu convenient service center undoubtedly has reference meaning. The experience in Shangyu shows that: government grasps public's service need relying on the communication mechanism which is face to society; government draws up service policy relying on participatory decision-making mechanism; government provides public services relying on flexible and efficient enforcement mechanisms; government improves service relying on innovative mechanisms of dynamic adaptation.As a successful innovation of government service process, Shangyu's experience has an important meaning to construct an open government service process, from which we can further find that:the external environment is the basement of building open government service process, internal innovation is the soul of building open government service process; communication between internal and external is the key of building open government service process. Meanwhile, Shangyu's experience also reflects some limits of building an open government service process in the present context:government gasps public's service needs is still arbitrary; government draws up policy is still with deviation; government provide service is still lack of flexibility; government improve service is still with hysteresis.Could the open government service process be possible? By re-examine and review the contemporary public administration theory, we can find that process framework and "scientific" management method can't provide adequate possibilities to solve the problem of "lack of open" in government service process. To build an open government service process, we should not only reflect upon the defects of the administrative system or mechanism, but also transcend managerialism to bring about substantive communication between the government and public. In this process, researchers and practice workers of public administration need to discuss and solve these problems:How to improve the equality between government and public? How to establish shared visions of them? How to set up a trust relationship between them?...