中国城市公共服务评价报告（2013）

中共十八大明确提出了我国行政体制改革的目标是建设职能科学、结构优化、廉洁高效、人民满意的服务型政府。衡量服务型政府建设必然是以人民群众是否满意为核心标准。本书的主要研究方法是参考国际通行的公共服务公众满意度的指标体系构建方法，构建出了符合我国大城市公共服务特征的政府公众满意度指标体系；与此同时，采用计算机辅助电话问卷调查（Computer-Assisted Telephone Interviewing，CATI）的方法对全国34个副省级及以上城市的成年居民进行了随机调查。本书的主要内容首先是对公众满意度的评价指标体系以及本次调查基本情况的描述，然后是对政府公众满意度的各维度结果进行了介绍，对各城市在政府公众满意度的排名进行了发布；在此基础上，本书重点围绕公众对基础教育、公立医院、房价稳定、社会保障、环境保护、社会治安、基础设施、文体设施、公共交通九个领域在内的公共服务的满意程度进行了分城市和分领域的比较。最后，本书指出了城市公共服务公众满意度当前存在的主要问题，以及提出了一系列相应的改进对策和建议，以期为我国服务型政府建设提供科学和可行的政策参考。







The goal of the Chinese administration system reforms is to set up a service-oriented government with scientifically sound function, optimal structure, honesty and high efficiency, and satisfactory to the people. Therefore, the criterion for the evaluation of the service-oriented government is whether the government is satisfactory to the people. The methods of the research include the establishment of the public satisfaction evaluation index system, and the questionnaire survey on the citizens in 34 metropolises through the method of Computer-Assisted Telephone Interviewing.



The first part of the book describes the evaluation index system of public satisfaction, sampling methods, and the other basic conditions of the questionnaire survey. The second part of the book introduces the major results and the ranking of public satisfaction scores among the 34 metropolises.In addition, this book focuses on the comparisons of public satisfaction with 9 public services,including public education, public hospitals, stable housing price, social security, environmental protection, public safety, urban infrastructure, recreational and sports facilities, and public transportation among the metropolises. Based on the above analysis, this book hopes to play an important role in the construction of a service-oriented government through the several suggestions and advice on improving public satisfaction.