无缝隙政府理论视角下的上海市社区服务“一口受理”模式

上海交通大学硕士学位论文无缝隙政府理论视角下的上海市社区服务“一口受理”模式姓名：孟丽芳申请学位级别：硕士专业：公共管理指导教师：彭勃20070601M209070SEAMLESSGOVERNMENTANDSEAMLESSCOMMUNITYSERVICEINSHANGHAIABSTRACTRUSSELL.M.LINDENPOINTSOUTTHETHEORYOFSEAMLESSGOVERNMENTBASEDONREINVENTINGINTHEU.S.PUBLICSECTORIN1990S.THETHEORYOFSEAMLESSGOVERNMENTISANEWGOVERNMENTRE-ENGINEERINGTHEORYWHICHADAPTTOCUSTOMERSOCIETYANDINFORMATIONTIME.SEAMLESSSERVICEISCARRIEDOUTINSHANGHAITOREENGINEERMECHANISM,ORGANIZATIONSANDPROCESSES.DUETOTHEGOVERNMENTDISABILITYCAUSEDBYBUREAUCRATICHIERARCHY,SOCIALCRISISBROKE(HIGHUNEMPLOYMENT,HIGHINFLATION,POLITICALCRISIS,POVERTYGAP,CONFIDENCECRISISFAILUREOFWELFAREPOLICY).TOREINVENTGOVERNMENT,LINDENPOINTSOUTSEAMLESSGOVERNMENTTHEORY.SEAMLESSGOVERNMENTISBASEDONSEAMLESSORGANIZATION.GOVERNMENTAGENCIESSHOULDMEETTHENEEDSOFCUSTOMERSSEAMLESSLY,THATIS,INASMOOTH,EFFORTLESS,RESPONSIVEMANNER.ITISCHARACTERISTICOFFLATTENINGSTRUCTUREANDORIENTEDBYCOMPETITION.THEDISTRICTAGENCYISAONE-STOPSHOPPINGPROVIDINGWELFARESERVICESUCHASEMERGENCYSUPPORT,EMPLOY,PROCREATION.THEREARESOMEPROBLEMSSHOULDBENOTEDINCLUDINGBUREAUCRATICHIERARCHY,INFORMATIONNOTAVAILABLETOTHEOTHERSTAFFSANDPUBLIC.THEGOALOFSEAMLESSSERVICEISTOPROVIDESERVICEATALLTIMESCONVENIENTLY.THEINFORMATIONNETWORKTECHNIQUESMAKEITMEETITSGOALEASILY.THEPROCESSESHAVEBEENREENGINEERED.FIRSTLY,THECLASSIFICATIONSANDNEEDOFTHECUSTOMERSAREFOCUSED.GIVENTHEENDURINGIMPORTANCEOFGPR,THEREISANEEDFORTHESTRUCTUREREFORMED.SECONDLYTHESTAFFSARETRAINEDLIKEGENERALPRACTITIONERSWHOPROVIDEALLSERVICE.THIRDLY,THENGOISWELCOMEDINTHEPUBLICSECTOR.TOIMPROVETHEAGENCY’SABILITY,SIXSIGMAISUSED.INCONCLUSION,THESEAMLESSSERVICEISTHENEWWAYOFREENGINEERINGGOVERNMENTAGENCY,THEBOTTOMOFPOLITICALSYSTEM.ITCANPROVIDECONVENIENTSERVICE,BUTTHEREFORMISSTARTEDFROMTHEDISTRICT.THEMUNICIPALANDDISTRICTGOVERNMENTAREEFFECTEDBUTNOTOBVIOUSLYANDSTILLRUNNINGINBUREAUCRATICHIERARCHY.THENGOSHOULDBEBROUGHTINFURTHER.KEYWORDSSEAMLESSGOVERNMENT,GPR,SEAMLESSCOMMUNITYSERVICE1212090M270[1][2][3][4][1][M]1997.52-59[2][EB/OL][3]MaxWeber,EconomyandSociety,ed.GuentherRothandClausWittich[M],Berkeley:UniversityofCaliforniaPress,1968,p973[4][EB/OL][5]70[6][7][8][5][M]1998305[6]E[M]20001[7]“”——[EB/OL][8][M]199964[9][10][11][12]90[9][EB/OL][10][EB/OL][11][EB/OL]=commend&id=2192007-05[12][EB/OL][13][14]HammerDavenport[15][13][EB/OL][14]M[M]200211[15][EB/OL]=112,2004-3-126[16]GPR[17][18]GPRGPR[19]GPR[20][21][16][EB/OL][17][M]200226[18][EB/OL][19]——[J]20041446-52[20]M[M]200226[21][J]2003529-1372-18[22]824*7[23][22]M[M]200227-63[23]M[M]20023-69[24][25][24]M[M]20027-9[25]M[M]200210-1310111007-81211070%6133-120054.592.12.484.792.32.485.12.992.114.6131.614.952.082.874.362.172.16142143210020015010020010025001500153-21681200-3171819994620050141920009204311920268200162000102002320200521[26][27][28]133029713645.8%250%225%166.7%16154.2%237.5%200%150%5-1304916.5%31-5013846.5%51-608930.0%61217.1%[26][M]19886[27]Hammer,M.,andChampy,J.ReengineeringtheCorporation.NewYork:HarperBusiness,1993.10[28]Osborne,D.,Gaebler,T.ReinventingGovernment.ReadingMass.:Addison-Wesley,1992168,136,46%,161,54%223051.9%12.5%5-216%47%30%7%3031-5051-6061100514645235-120063303031-5051-606115124271114262462026616131134521246142543913263237652781932136271314141371812668481610611149156921211013943822971361614913889212[29][29]M[M]2002236241255-320026[30]15512296234521[30]M[M]200211272(3)28a.b.c.4a.29962345b.503153143041()1()31[31]5-2[31][J],2002,9:1032c.[32][32][EB/OL][33][34][33]M[M]200272[34]N2001537[1][M]1997.52-59[2][EB/OL][3]MaxWeber,EconomyandSociety,ed.GuentherRothandClausWittich[M],Berkeley:UniversityofCaliforniaPress,1968,p973[4][EB/OL][5][M]1998305[6]E[M]20001[7]“”——[EB/OL][8][M]19996[9][EB/OL][10][EB/OL][11][EB/OL]=commend&id=2192007-05[12][EB/OL][13]M[M]200211[14][EB/OL]=112,2004-3-12[15][EB/OL][16][M]2