政务服务创新何以降低行政负担:西安行政效能革命的案例研究
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摘要
民众与政府打交道的过程中要承受多方面的行政负担,包括学习成本、服从成本和心理成本。通过政务服务创新可以逐步降低行政负担,并提高民众的获得感和满意度。本文以西安市行政效能革命("最多跑一次"改革)为例,研究了政务服务创新如何降低行政负担。本研究显示,高位推动、竞争激励、政企合作、互联网思维和公众参与等机制是在政务服务创新成为可能的关键因素,也是推动行政负担持续降低的主要路径。这些研究发现揭示了政务服务创新影响行政负担的作用机制,并为进一步推动政务服务创新提供了政策建议。
Citizens have to shoulder administrative burden when they interact with government,which includes learning cost,compliance cost,and psychological cost. Administrative service innovation can help to alleviate administrative burden, and then to improve citizens' satisfaction with administrative services.In this paper we use the case of Xi'an to examine how administrative service innovation influences administrative burden.Our findings reveal that escalated support, competition incentive,business involvement, internet mindset,and citizen participation are the key mechanisms through which administrative service innovation affects administrative burden. The results show the mechanisms of how administrative service innovation influences administrative burden,and generate helpful policy implications to deepen administrative reform.
Citizens have to shoulder administrative burden when they interact with government,which includes learning cost,compliance cost,and psychological cost. Administrative service innovation can help to alleviate administrative burden, and then to improve citizens' satisfaction with administrative services.In this paper we use the case of Xi'an to examine how administrative service innovation influences administrative burden.Our findings reveal that escalated support, competition incentive,business involvement, internet mindset,and citizen participation are the key mechanisms through which administrative service innovation affects administrative burden. The results show the mechanisms of how administrative service innovation influences administrative burden,and generate helpful policy implications to deepen administrative reform.
引文
[1]Jakobsen M,James O,Moynihan D,et al.JPARTVirtual Issue on Citizen-State Interactions in Public Administration Research[J].Journal of Public Administration Research and Theory,2016:muw031-muw031.
[2][5][10]Moynihan D,Herd P,Harvey H.Administrative Burden:Learning,Psychological,and Compliance Costs in Citizen-State Interactions[J].Journal of Public Administration Research and Theory,2015,(1):43-69.
[3]马亮.国家治理、行政负担与公民幸福感---以“互联网+政务服务”为例[J].华南理工大学学报(社科版),2019,(1):77-84.
[4][7]Herd P,Moynihan DP.Administrative Burden:Policymaking by Other Means[M].New York,NY:Russell Sage Foundation,2018.
[6]马亮.电子政务使用如何影响公民信任:政府透明与回应的中介效应[J].公共行政评论,2016,(6).
[8]Heinrich CJ.The Bite of Administrative Burden:A Theoretical and Empirical Investigation[J].Journal of Public Administration Research and Theory,2016,(3):403-420.
[9]Arendsen R,Peters O,ter Hedde M,et al.Does e-government reduce the administrative burden of businesses?An assessment of business-to-government systems usage in the Netherlands[J].Government Information Quarterly,2014,(1):160-169.
[11][13][14][15][18][28][30]简·E·芳汀.构建虚拟政府:信息技术与制度创新[M].北京:中国人民大学出版社,2010.
[12]李文钊.论作为认知、行为与规范的制度[J].公共管理与政策评论,2017,(2):3-18.
[16]马亮.中国农村的“互联网+政务服务”:现状、问题与前景[J].电子政务,2018,(5):74-84.
[17]UN.United Nations E-Government Survey2018[R].New York:United Nations,2018.
[19]马亮.地方政府如何应用大数据技术创新公共管理和公共服务?[J].电子政务,2016,(6):10-12.
[20]郑跃平,马亮,孙宗锋.移动政务的发展和扩散:基于空间视角的解释与分析[J].公共管理学报,2018,(2):130-140.
[21][22]谭海波,孟庆国,张楠.信息技术应用中的政府运作机制研究---以J市政府网上行政服务系统建设为例[J].社会学研究,2015,(6):73-98.
[23]郁建兴,黄飚.当代中国地方政府创新的新进展---兼论纵向政府间关系的重构[J].政治学研究,2017,(5):88-103.
[24]Ma L.Diffusion and Assimilation of Government Microblogging:Evidence from Chinese Cities[J].Public Management Review,2014,(2):274-295.
[25]Ma L.Site Visits,Policy Learning,and the Diffusion of Policy Innovation:Evidence from Public Bicycle Programs in China[J].Journal of Chinese Political Science,2017,(4):581-599.
[26][29]马亮.需求驱动、政府能力与移动政务合作提供:中国地级市的实证研究[J].公共管理评论,2018,(1):25-45.
[27]Herd P,DeLeire T,Harvey H,et al.Shifting Administrative Burden to the State:The Case of Medicaid Take-Up[J].Public Administration Review,2013,(s1):S69-S81.
(1)相关报道参见,高乐.看看西安“最多跑一次”改革成果,上半年“一次办”事项超过90%,西安晚报,2018-07-17;窦娣,西安“最多跑一次”,小窗口如何带动大改革?陕西网,2017-07-05;尚永利,奔跑吧,西安,西安“最多跑一次”改革,触发作风“动员令”,秦风网,2018-06-22。
[2][5][10]Moynihan D,Herd P,Harvey H.Administrative Burden:Learning,Psychological,and Compliance Costs in Citizen-State Interactions[J].Journal of Public Administration Research and Theory,2015,(1):43-69.
[3]马亮.国家治理、行政负担与公民幸福感---以“互联网+政务服务”为例[J].华南理工大学学报(社科版),2019,(1):77-84.
[4][7]Herd P,Moynihan DP.Administrative Burden:Policymaking by Other Means[M].New York,NY:Russell Sage Foundation,2018.
[6]马亮.电子政务使用如何影响公民信任:政府透明与回应的中介效应[J].公共行政评论,2016,(6).
[8]Heinrich CJ.The Bite of Administrative Burden:A Theoretical and Empirical Investigation[J].Journal of Public Administration Research and Theory,2016,(3):403-420.
[9]Arendsen R,Peters O,ter Hedde M,et al.Does e-government reduce the administrative burden of businesses?An assessment of business-to-government systems usage in the Netherlands[J].Government Information Quarterly,2014,(1):160-169.
[11][13][14][15][18][28][30]简·E·芳汀.构建虚拟政府:信息技术与制度创新[M].北京:中国人民大学出版社,2010.
[12]李文钊.论作为认知、行为与规范的制度[J].公共管理与政策评论,2017,(2):3-18.
[16]马亮.中国农村的“互联网+政务服务”:现状、问题与前景[J].电子政务,2018,(5):74-84.
[17]UN.United Nations E-Government Survey2018[R].New York:United Nations,2018.
[19]马亮.地方政府如何应用大数据技术创新公共管理和公共服务?[J].电子政务,2016,(6):10-12.
[20]郑跃平,马亮,孙宗锋.移动政务的发展和扩散:基于空间视角的解释与分析[J].公共管理学报,2018,(2):130-140.
[21][22]谭海波,孟庆国,张楠.信息技术应用中的政府运作机制研究---以J市政府网上行政服务系统建设为例[J].社会学研究,2015,(6):73-98.
[23]郁建兴,黄飚.当代中国地方政府创新的新进展---兼论纵向政府间关系的重构[J].政治学研究,2017,(5):88-103.
[24]Ma L.Diffusion and Assimilation of Government Microblogging:Evidence from Chinese Cities[J].Public Management Review,2014,(2):274-295.
[25]Ma L.Site Visits,Policy Learning,and the Diffusion of Policy Innovation:Evidence from Public Bicycle Programs in China[J].Journal of Chinese Political Science,2017,(4):581-599.
[26][29]马亮.需求驱动、政府能力与移动政务合作提供:中国地级市的实证研究[J].公共管理评论,2018,(1):25-45.
[27]Herd P,DeLeire T,Harvey H,et al.Shifting Administrative Burden to the State:The Case of Medicaid Take-Up[J].Public Administration Review,2013,(s1):S69-S81.
(1)相关报道参见,高乐.看看西安“最多跑一次”改革成果,上半年“一次办”事项超过90%,西安晚报,2018-07-17;窦娣,西安“最多跑一次”,小窗口如何带动大改革?陕西网,2017-07-05;尚永利,奔跑吧,西安,西安“最多跑一次”改革,触发作风“动员令”,秦风网,2018-06-22。