从语言上进一步做好银行客户服务工作

目前,国内已有一些学者对客户服务工作进行研究,但仍不够系统和全面,有待深入,而与银行客户服务工作相关的研究也很少见。客户是有情感的人,银行工作人员的语言态度对吸引和维持客户有时起到十分重要的作用。本文讨论了其相关问题,并就进一步做好客户服务工作提出了几点建议。     

进一步改善公共服务的改革方向

本文基于OECD各成员国所制定的并实施的成功的公共服务创新措施和实践战略,提出了一个有关公共服务改革管理的框架.在明确了公共服务面临的来自内部和外部的严峻挑战的基础上,指出了进一步改善公共服务的改革方向.     

新公共管理：反思、批判与超越——兼评新公共服务理论

通过采用企业化政府的理念,新公共管理提高了效率,但也导致了公共性、公平、责任、价值诉求等公共管理价值的缺失.通过对新公共管理的反思和批判以及对新公共服务的理论基础、原则和内容的介绍,说明新公共服务在理论基础、价值选择、政府责任、公民精神方面不仅可以弥补和纠正新公共管理的偏颇,并可以替代新公共管理成为公共管理的发展趋势.     

论中西学术交汇中的服务行政理论研究

当前我国行政学最有价值的理论探索是关于服务行政理论的研究,但是,在这种研究中,存在着如何对待西方既有理论成果和实践经验的问题.我们认为,对于西方既有的理论和实践应采取辩证分析的态度,"新公共管理"和"新公共服务"理论可以成为中国服务行政理论研究参考和借鉴的材料,但不能原封照搬.中国的服务行政理论研究,需要从中国的国情出发,进行有针对性的理论创新.     

新公共服务对新公共管理的批判与超越：——中国服务型政府建设路向分析

服务型政府是对政府职能的重新审视和定位,其实质是贯彻＂以人为本＂理念的制度架构。不仅有新公共管理所关注的如何从组织技术和管理手段等操作层面上改进公共服务效率的问题,更涉及到政府与公民关系的宪政民主主义的重构,涉及到公共行政的理念转变与制度创新。以新公共服务为代表的民主治理理论突破了新公共管理＂管理主义＂思维的窠臼,指出了一条通过政府与社会、公民关系的民主化治理模式的重构,推进公共行政改革,为服务型政府建设指明了正确的改革方向。     

Awareness of Corruption in the Community and Public Service: a Victorian Study

Corruption hurts the public and undermines government. This study of perceptions of corruption in Victoria shows that the community believes corruption is on the increase, yet this view is not shared by public servants. In general corruption is not on the radar of senior Victorian public servants. There are more perceptions of corruption in line agencies than in central agencies. Behaviours most commonly suspected and observed were hiring family and friends, conflict of interest, abuse of discretion and abuse of information. One‐ third of public servants surveyed thought there were opportunities for bribery, yet only 4% had suspected bribery and less than one per cent had personally observed it. Almost half do not believe they would be protected from victimisation should they report corruption. The data reported here poses challenges in thinking about corruption when devising integrity standards in the public service.     

服务导向与“去警察化”问题初探

现代警务机制建设着力将公安机关角色定位从管理推向服务,在为民服务创新中,警察逐渐丧失了内在刚性,呈现出诸多＂去警察化＂特征。为更加有效地实施执法行为,必须杜绝服务认知的泛化,通过一系列可行性探索回归警察本色。     

共享经济中供需双方的信用风险管理研究——以知识技能共享为例

共享经济正在成为“双创”的重要切入点。较之实物商品,知识技能更容易通过互联网平台分享,但也更容易因为供需双方的信息不对称而引发各种纠纷,进而导致共享平台难以为继。解决这些问题的根本在于强化市场经济有效运行的基础——信用风险管理体系,包括对供需双方身份、交易和评价内容的信息审核机制,充分反映双方交易历史、交易能力和信用现状的信用评价体系,动态保证金、第三方资金托管和商业保险相结合的信用保障机制,有第三方参与仲裁的在线争议处理机制,及平台、政府和行业协会协调运行的三方联合监管等五个方面。这些内容,也构成了共享平台风险管理和控制的重要内容。     

Managing Performance at Local Government Level: The Cases of the City of Brisbane and the City of Melbourne

Local governments have been involved in a continuous reform process during recent decades. In many cases, this process has focused on the introduction of performance measurement and management. Reforms have evolved from the mere use of indicators to integrated management systems. In this article, the Balanced Scorecard, a system designed to answer the need for integrated management systems, is used as the framework to analyse how local governments have managed the use of performance management systems. The demands for better public performance, for greater customer focus, for enhanced decision-making and for increased responsiveness have an important role in the design of performance management systems. In addition, a perceived crisis in the area of management can act as catalyst for the implementation.     

论新公共服务理论对新公共管理理论的传承与超越

根据库恩的科学范式转换的观点,目前公共行政领域的两种范式:新公共管理范式和新公共服务范式。两种范式的关系并非替代而是传承与超越的关系,这种关系可以通过他们对理性的关注、对参与的关注、对组织弹性化改革与放松管制的态度的比较来说明。了解两种范式的关系对于解决我国目前建设服务型政府中的一些理论和实践困惑有指导意义,提示我们对新公共管理的成果是批判继承而不是抛弃,最终实现公平、公共利益和效率效能价值的统一。     

Capacity-building at the Headquarter Level: The Case of EU Civilian Peace Operations

Abstract

This article traces the institutional evolution of the Council Secretariat that plans and supports EU civilian peace operations. During the early days of the European Security and Defence Policy in the late 1990s competing political priorities of big EU member states and a dominance of military structures put civilian administrators at a significant disadvantage. Between 2003 and 2007, however, the rising number and complexity of civilian missions generated pressure for reform, which eventually led to the creation of a civilian headquarters. The historical analysis provides the basis for assessing the EU's current institutional capacities for civilian crisis management. While some administrative capacity deficits have been addressed, increased institutional formalization and further politically motivated reforms may increase tensions and hamper the accumulation of expertise.     

北京和多伦多社区服务中心管理体制比较研究

本文对北京市和加拿大多伦多市的城市社区管理体制的组织结构、社区与政府的关系、社区员工的素质要求和工作绩效的评价、在计划环节上市民的参与程度、盈利性程度、资金来源和保障性、服务手段等方面进行了比较研究,并分析了北京市在社区发展和改革中存在的问题,提出了推进北京社区建设的若干建议.     

Catastrophe and the Public Service: A Case Study of the Government Response to the Destruction of the World Trade Center

The destruction of the World Trade Center on September 11, 2001, resulted in a rapid response by government to evacuate the area and, in subsequent days, to bring the city back to a semblance of normalcy. This article provides a case study of government action in New York City during and after the World Trade Center catastrophe. What is most striking is the skill and intensity of government's response to the emergency and the hard work, dedication, and bravery of New York City's government officials. This article presents government and public service at its finest, under some of the most difficult conditions one can imagine.     

再组织化与中国社会管理创新——以浙江舟山“网格化管理、组团式服务”为例

处于转型中的中国社会将不可避免地经历一个社会的再组织化过程.本文试图回答的问题是如何通过社会的再组织化来实现社会管理创新.基于对现有文献与实践状况的研究,从社区化、多元化和技术化等三个维度考察了浙江舟山“网格化管理、组团式服务”的社会管理创新案例.研究表明,该模式的形成正依赖于组织空间的社区化集聚、组织资源的多元化整合和组织信息的技术化连接.但在该模式的实施过程中也暴露出了许多影响管理和服务有效性的新问题.这说明,在未能充分动员社会自身的力量和彻底改变社会既定的组织化的形式与结构的情况下,现有的再组织化过程并不能充分保证社会管理创新的有效性与持续性.由于社会固有的组织化的形式,特别是“国家”与“社会”的组织形态及二者之间的结构关系等历史因素的影响,在进一步的社会管理创新探索中仍然需要冲破社会原有的组织化的障碍——不只是关涉政府(国家)组织的自我重塑,更为关键的将是社会自身的再组织化的实现.这无疑将会给社会管理的改革带来更大的挑战.以再组织化为视角,拓展中国社会管理创新的研究路径,有助于理解中国社会管理创新所面临的深层次矛盾和问题.     

Future Public Service Capacity: Employment of Young People into Australian Public Services during the GFC

Public services face several workforce challenges, including impending retirements and austerity programs. Although employing more young people is a likely solution to balancing the demographic profile of public services, the literature and theory suggest that young people would have fared worse during the global financial crisis. This research tests propositions around the vulnerability of young people in selected Australian public services during the global financial crisis, in terms of quantity and quality of jobs obtained. Surprisingly, the findings suggest that many young people fared as well or sometimes better than other age cohorts during the global financial crisis in terms of both recruitment and access to ongoing jobs. There are several indications that perhaps public services provided a safe haven in a turbulent labour market.     

Safety Considerations in Political Decisions: A Case Study of Changes to the Norwegian Aviation System

Following the international deregulation act of 1994, the structure of the Norwegian aviation system has undergone several important changes. This paper describes the terms dictated by the political environment and the different administrations for implementing the changes. Our analysis addresses the inclusion of safety considerations in the specific decisions, and questions whether safety evaluations have had any impact on the change processes. The changes included the restructuring of airlines, new terms of competition, regulatory changes, the separation and relocation of the civil aviation authority, and privatization and efficiency reforms in the new infrastructure company. Safety in aviation and the risk of aviation accidents were not issues that featured prominently during the early change management processes. These aspects were first considered when the parties realized that changes were imminent and conflicts began to emerge. The different parties involved used the safety concept in various ways to legitimize or counteract changes. Our analysis concludes that risk is a complex concept that is difficult to communicate in a rational political decision process, but the emotive element in the risk concept opens for political speculations that facilitate discussion of ethical responsibilities.     

Shared Services: Lessons from the Public and Private Sectors for the Nonprofit Sector

Shared services arrangements in the Australian third sector are becoming more common. Notably, however, there is a lack of information to guide nonprofit organisations through the development and engagement of shared structures. This article reviews the lessons that have been recorded from the public and private sectors with respect to the engagement of shared services arrangements. Additionally this article explores the different types of shared services structures that can be adopted. Overall, this article highlights the need for further research and analysis of issues relating to shared services arrangements in order to assist the increasing number of Australian nonprofit organisations engaging these collective arrangements and structures.     

Planning for Brexit: the Case of the 1975 Referendum

Both during and since the 2016 referendum on the UK's membership of the European Union, concerns were raised as to the absence of contingency planning within Whitehall. This situation was in direct contrast with 1975, when extensive planning took place for the possibility of a vote to leave the European Community. However, there has been little in the way of detailed analysis of the contingency planning undertaken in 1975. Using archival evidence of the Wilson government's preparations, this article highlights the complex challenge that withdrawal would have posed for the UK in 1975, the tensions that existed between the political imperative for a swift withdrawal, in the event of a leave vote, and the civil service's concerns as to whether such a withdrawal was deliverable. Finally, it shows how dependent the UK's position would have been on the approach taken by the other members of the EC.