基于城市运行管理服务平台的公众服务指标及评价标准研究

摘要：

【目的】公众服务指标及评价标准可与运行监测指标及评价标准和管理监督指标及评价标准构成全面、系统的评价指标体系，更加客观地评价城市运行管理服务平台的管理效能和服务水平。【方法】通过研究城市运行管理服务平台技术标准、数据标准、运行监测指标及评价标准、管理监督指标及评价标准的体例框架，提出公众服务的对象、指标设置的原则、三级指标设置、数据采集方式及评价方法。【结果】公众服务设置3个一级指标、12个二级指标和47个三级指标，诉求服务和主动服务数据以平台上报方式为主，群众满意度以问卷调查方式为主。【结论】公众服务指标及评价标准不仅可以完善城市运行管理服务平台标准体系，也可有效助力城市管理融入基层治理。

Abstract:

[Objective] Public service indicators and evaluation standards can form a comprehensive and systematic evaluation index system with operation monitoring indicators and evaluation standards, management supervision indicators and evaluation standards, to more objectively evaluate the management efficiency and service level of urban operation management service platforms. [Methods] By studying the technical standards, data standards, operation monitoring indicators, evaluation standards, and management supervision indicators and evaluation standards of the urban operation management service platform, this paper proposes the target audience of public services, principles for indicator setting, three-level indicator setting, data collection methods, and evaluation methods. [Results] There are 3 primary indicators, 12 secondary indicators, and 47 tertiary indicators for public services. The data on demand and proactive services are mainly reported by the platform, and the satisfaction of the masses is mainly surveyed through questionnaires. [Conclusion] Public service indicators and evaluation standards can not only improve the standards system of urban operation and management service platforms, but also effectively help integrate urban management into grassroots governance.

引用格式：宋华旸,乔岳,高逾.基于城市运行管理服务平台的公众服务指标及评价标准研究[J].标准科学,2026(1):29-36.

基金项目：本文受国家重点研发计划重点专项项目“城市网格化综合管理应用支撑平台与示范”（项目编号：2020YFB2103400）资助。

作者简介：宋华旸，硕士，高级工程师，研究方向为城市管理与标准化。