The Research On Counter Service Performance Of Huangdao Entry-Exit Inspection And Quarantine Bureau

In recent years, because of the sustainable development of the concept of service-oriented government and foreign trade, import and export enterprises expect high quality of inspection and quarantine service, the counters of inspection and quarantine departments provide services directly to them and offer the service from the beginning to the end. The counters is said to be the focus of contradictions because of their characters of high intensity, more details and emergency and special circumstances and the counter service efficiency directly affect the evaluation of the masses of the inspection and quarantineinstitutions. The author works in the inspection counter for years and takes part in the activities such as:constructing "harmonious inspection service" of Huangdao Bureau, standard counter,5S management and civilized counter, etc.. The author truly feel Huangdao inspection and Quarantine Bureau think highly of the counter service efficiency and realizes deeply the importance of counter service efficiency to the customer satisfaction of the government departments. Especially with the economic globalization, democratization, the process of networkpromotion, demands from the masses to the government increase higher and higher. Whether the government can meet the needs of the masses or provide needed services and help to the masses, the government staffs have correct work attitude and rigorous style become the focus of public attention. In recent years, the media often burst out some staff of certain department surf the Internet at work, or people meet with impracticable and rude service, or low efficiency and other problems in some certain departments. It proves there is huge rise space for the counter service efficiency of the government departments. If these problems cannot be solved or improved, they will directly affect the ability and efficiency for the government to provide services to the public and influence the image of the government.This paper is to study how to improve the counter service performance of Huangdao Entry-Exit Inspection and Quarantine Bureau. Questionnaires respectively answered by the clients and staffs of Huangdao Entry-Exit Inspection and Quarantine Bureau help to figure out the existing service-related problems and the key factors that constrains the enhancement of the counter service efficiency, combined with practical work. On that basis, countermeasures and suggestions are given for improving the service performance of Huangdao Entry-Exit Inspection and Quarantine Bureau, learning from the successful cases from other developed countries, regions and industriesThis paper consists of five parts. Chapter One is the introduction to the background information, the content, the significance and the method of the research, as well as the present domestic and international situations. Chapter Two describes the development and the present situation of the service counters of Huangdao Entry-Exit Inspection and Quarantine Bureau. Questionnaires and respectively given to clients and staffs to find out the main problems in the service performance and their attitude and opinions on the possible innovation in service. Chapter Three analyzes the 5 elements which have been hindering service performance inHuangdao’s entry-exit inspection and quarantine, and they are:Function orientation, human resource, coordination mechanisms within and outside the bureau, performance evaluation and inspection agency. Chapter Four looks are cases from developed countries and regions, examples from the Canada, the United Kingdom, Singapore, the financial system ofShanghai, and Yinchuan City Hall etc. Are studied and explored. Chapter Five brings forward counter strategy and advises for improving the counter service performance of Huangdao’s Entry-exit inspection and quarantine as follows:grasp the function positioning correctly; strive to realize the transition of consciousness; improve the system of inspection and quarantine;combined with the window staff needs, improve the satisfaction of the staffs; build efficient information service platform; improve internal and external communication and coordination mechanism;establish special consultation counter; strengthen the management of inspection agencies etc.