Social Sciences in China (Chinese Edition)

No. 11, 2021

The Quality of Public Services: An Analytical Framework and Path Optimization

(Abstract)

Weng Lie’en and Hu Shuigen

As socialism with Chinese characteristics enters a new era and the economy and society begin a stage of high-quality development, it becomes necessary to put forward the proposition of quality management of public services based on the idea of people-centered development, in order to better meet people’s growing needs. Based on the dynamic evolution of the development of public services, we constructed a theoretical framework of analysis for public service quality development based on the internal logic of public services. Our study explains the mechanism of quality public service development generated by the hybrid mechanism of performance accountability and public participation and the quality cycle of public services. In this regard, we continue to explore the possibility of moving toward the goal of developing quality public services in China from the perspective of policy changes and evolutionary practice. The purpose of quality public service development is about how the public sector can deliver public services that meet expectations, and to work towards continuous improvement in quality and a corresponding increase in public satisfaction. To this end, we need to strengthen control of the process based on the internal cycle of quality public services, build a mechanism for interaction and continuous improvement linking the public sector and popular perceptions of quality, and establish a performance evaluation system for the continuous improvement and development of quality, so as to ensure their high-quality development, contribute to the modernization of governance, and genuinely meet people’s aspirations for a better life.