摘要
政务服务承诺时长是政务服务供给者对服务对象的承诺。我国推进"放管服"改革以来,为持续优化营商环境、降低办事人获取政务服务的时间成本,各地纷纷公布政务服务承诺时长,在有限时间完成行政审批。本研究关注政务服务承诺时长的影响因素,从政务服务事项特征的角度,提出政务服务事项的主要特征,并通过统计分析检验事项特征对政府政务服务承诺时长的影响。研究以浙江省杭州市A区"最多跑一次"改革为例,从行政审批业务流程、地方分权、政府注意力分配、部门组织文化等维度检验政务服务事项特征对服务承诺时长的影响。研究发现,政务服务事项要件数量、审批权力来源、政务服务事项办事人类别、事项所处改革领域、审批部门等都对政务服务承诺时长存在显著影响。这提示着政策制定者在深化改革时应加强对政务服务事项特征及其相关因素的关注。
Waiting time guarantee is a commitment from government services providers to citizens.An increasing number of local governments in China have offered waiting time guarantee in the background of"Fang Guan Fu"reforms,so as to continuously improve the business climate and decrease the cost of doing business.The article focuses on the impact factors of waiting time guarantee on governmental services from the perspectives of service items features.By exploring the case of A district in Hangzhou,Zhejiang Province,this article finds that the dimensions including administrative procedure,approval decentralization,attention allocation,organizational culture all affect waiting time guarantee.Specifically,material numbers,approval power source,applicant types,reform fields,and approval departments significantly influence the waiting time of service delivery.The findings indicate that,besides staff and technic capability,structural factors concerning service items also contribute to the waiting time decrease and governmental service quality improvement.
作者
张楠迪扬
Zhang Nandiyang(School of Public Administration and Policy,Renmin University of China,Beijing 100872)
出处
《中国行政管理》
CSSCI
北大核心
2021年第3期13-20,共8页
Chinese Public Administration
基金
国家自然科学基金资助项目“网上行政审批‘服务便捷度’研究:概念构建、效果评估、影响因素与路径优化”(编号:72004223)
中国人民大学“统筹推进世界一流大学和一流学科建设”专项经费支持项目
关键词
政务服务
承诺时长
行政审批
“最多跑一次”改革
governmental services
waiting time guarantee
administrative approval
Once-at-most Reform
