城市公共管理绩效的外部评价——杭州市和美国桑尼维尔市的比较研究

20世纪80年代中期以来,顾客至上、绩效管理与公共部门管理绩效的外部评价在西方政府管理实践中被广泛接受;而作为城市公共管理绩效外部评价形式的政府满意度评价,在我国同样也已经得到实际应用并引起广泛关注.通过对杭州市和美国桑尼维尔市政府满意度评价的典型案例比较,揭示了两者组织管理过程以及效果的差异,并从中引申出关于完善我国城市公共管理绩效外部评价的有益启示.

The Outside Evaluation for City Performance Management--Comparative Study of Hangzhou and Sunnyvale

Since the middle eighties, customer-based public service, performance management and performance measurement, have been broadly accepted in the practice of government management. As a useful tool of government performance management, the satisfaction rating for local government is also practised and has gained great attention from the people in our country. This paper compares the typical cases of satisfaction rating for governments of Hangzhou and Sunnyvale, points out the differences of the processes and outcomes of two cases, and gets some suggestions to improve satisfaction rating for our local government by case comparison.