Based On The Customer-oriented "one-stop" Government Service Quality Evaluation Model Research

The essence of quality evaluation of "one-stop" public service is a process of quality improvement.The "one-stop" public service advances the reform of the administrative examination and approval system,the transformation of government functions,the realistic needs of local economic development,and the relatively centralized examination and approval model adopted by the government,all of which require it to follow the concept of customer-oriented.This makes it necessary to adhere to the customer-oriented evaluation basis point in the process of evaluating the quality of public services.The "customer" of "one-stop" public service includes direct customers who pay attention to expectation and perceived disparity of benefits,and indirect customers who pay attention to social and public interests.Based on this,we can clearly define the "one-stop" public service to achieve the internal control as the core of quality objectives,direct customer needs as the core of quality objectives and response to indirect customers with social value as the core quality objectives.The evaluation model adopted by Guizhou Provincial Government Affairs Service Center has the typical characteristics of the current "one-stop" public service quality evaluation model.It selects internal orientation and implement evaluation of service quality through form of reverse transmission of front desk.The internal system construction is relatively perfect,while the external system foundation is weak.Although achieved good results in the actual operation,it encountered difficulties as well.Including the absence of the external evaluation perspective in the feed-forward and feedback stages,the quality improvement in process control fail to extend to the backstage departments,the legitimacy of internal quality documents insufficient unable to restrict the department.Through this case,we can explain the main characteristics and defects of the current "one-stop" government service quality evaluation model.The existing quality evaluation model reflects the professionalism and relative independence to a certain extent.But in practice,it is difficult to ensure the effectiveness of multi-subject participation,and there are risks of evaluation information distortion,evaluation results difficult to use,and internal system failure.In order to achieve the quality goals,we can refer to the PDCA cycle to build a customer-oriented "one-stop" public service quality evaluation model with "promotion-feedback" type.In the feed-forward control stage,it needs the effective participation of the internal and external evaluation subjects,reflects the multiple quality requirements in the evaluation content to ensure the achievement of multiple quality objectives,and straightens out the responsibilities and limits of authority in the evaluation process through the system.In the process control stage,the supervision incentive mechanism centered on business process is adopted to ensure the completion of evaluation implementation.In the stage of feedback control,the feedback mechanism with the participation of multiple subjects is established,so that the opinions of each evaluation subject can enter the next quality improvement cycle.Based on the framework of the customer-oriented "one-stop" public service quality evaluation model,some suggestions can be made to improve the current evaluation model.Firstly,it is necessary to integrate the interest-related external subjects into the evaluation subjects,establish the standardized and institutionalize participation channels.Secondly,it is important to define the responsibility attribution of each link based on the key nodes in the examination and approval process.Thirdly,focuses on local legislation to provide guarantees for "one-stop" public services and strengthen decentralization of examination and approval and simplification of examination and approval matters.Finally,the "one-stop" public service can achieve its quality objectives.