【作者】 张伟；

【导师】 郭振中；

【作者基本信息】 东北大学 ， 行政管理， 2015， 硕士

【摘要】 政务服务中心窗口服务是政府和基层群众的连接点,是基层政府直接为人民群众提供各类公共服务的场所,是人民群众切身体会和享受服务型政府建设成果的操作平台,更是建设服务型政府的重要载体和有效抓手,因此成为构建服务型政府的重要切入点和成功路径。根据党的十八大报告明确强调要打造一个职能科学、结构优良、政务廉洁、人民群众满意的服务型政府要求,因此必须优化我国行政审批制度,深化行政体制改革,以提升政务服务中心窗口服务为抓手,全面推进服务型政府建设。本文以国内外的相关研究为基础,以服务型政府、新公共服务理论为理论支撑,通过对山东省新泰市政务服务中心进行实地调研,首次归纳出了政务服务中心窗口服务内涵六因子即窗口服务态度、窗口办事效率、窗口政务公开、各服务窗口工作协调性、窗口服务公民参及窗口服务配套建设,运用定量分析方法得出政务服务中心窗口服务存在窗口间沟通协调碎片化等问题,并分析出“前台”与“后台”配合不协调等问题产生的原因。在此基础上,本文摆脱以往政务服务中心窗口服务仅限窗口人员服务的视野限制,依据政务服务中心窗口服务内涵六因子提出了从政务窗口“职业化”建设、健全机制、改善硬件建设、完善配套建设等诸方面来提升山东省新泰市政务服务中心窗口服务。更多还原

【Abstract】 Administrative Service Center window service is the connection point between local government and local citizens,which is the place that the local government directly provides all kinds of services to citizens.In Addition,it is the operating platform for citizens to personal experience and enjoy the construction achievements of service-oriented government.So it becomes an important entry point and success path of building service-oriented government.The report of 18th National Congress clearly emphasizes the need to build the service-oriented government with functional science,fine structure,administrative integrity,people’s satisfaction.So administrative service center window service as the starting point must be to enhance,and comprehensively promote the construction of service-oriented government.This article is based on research at home and abroad,the Service-oriented government and the new public service theory as the theoretical support.Through the field research at administrative service center of xintai city,Shandong province,this article firstly Summarize the six-factor of Administrative Service Center window service which includes Windows service attitude,service efficiency,the government affairs public,and the coordination of each Services window,citizen participation and service facilities.This article Using quantitative analysis method finds the fragmentation problem in the communication and coordination between each window,and analyze the causes of "foreground" and "background"incompatible and other problems.On this basis,we get rid of the past view which only limits on personnel services,and according to the six-factor of Administrative Service Center window service proposed the countermeasures to improve the window service.They include the Administrative Center window "professional" building,perfecting mechanism,improving hardware construction,perfect construction and other aspects.更多还原