CAJ | 학술논문

伴随着服务型政府建设步伐的不断加快和信息化技术的迅猛发展，近年来，我国政府热线建设全面铺开。作为社会管理和公共服务的重要窗口与有机组成，在建设“五位一体”服务型政府的背景下，政府热线服务的绩效水平备受关注。本文在对政府热线服务标准体系实例和服务失效案例进行分析梳理的基础上，综合运用服务标准化理论、服务失效理论和ETA理论，研究提出了影响政府热线绩效水平的关键因子，以期为提升政府热线服务绩效水平提供技术依据。
반수착복무형정부건설보벌적불단가쾌화신식화기술적신맹발전，근년래，아국정부열선건설전면포개。작위사회관리화공공복무적중요창구여유궤조성，재건설“오위일체”복무형정부적배경하，정부열선복무적적효수평비수관주。본문재대정부열선복무표준체계실례화복무실효안례진행분석소리적기출상，종합운용복무표준화이론、복무실효이론화ETA이론，연구제출료영향정부열선적효수평적관건인자，이기위제승정부열선복무적효수평제공기술의거。
With the rapid development and informatization of service-oriented government in recent years, and government hotline in China has been developing dramatically. As the important window and essential part of social management and public service, and with the background of constructing"Five in One"and service-oriented government, the performance level of government hotline service is drawing more and more attention. Based on analyzing the cases of standards system of government hotline and ineffective service, this paper researches and points out the key factors impacting the performance of government hotline service by comprehensively using the theories of service standardization, service failure and ETA, in order to offer technical basis enhancing performance of government hotline service.