Effectiveness Assessment in Public Service Systems
结合有效性与组织评估，利用可靠性模型从单元和系统两个层面评估公共服务系统的绩效水平与质量，并分析公民参与对系统有效性的影响。
The study combines research on effectiveness and organizational assessment. The reliability model enables a qualitative and quantitative assessment of level of performance and quality of performance of public service systems in two structural networks: parallel and sequential. The two levels of analysis used here, the unit and the system, show (1) how unit's level of performance and quality of performance affect the effectiveness of a system as a whole, and (2) the extent of a unit's detraction or contribution to a system's effectiveness. The reliability model enabled the measurement of (J) effectiveness as a product of structure and human interrelationships, and (2) areas amenable to corrective policies. The holistic approach to the unit-system relations makes the analytical and measurement distinction between performance with and without citizen participation. The measurements make it possible to deal with a concept, which in the past was on unstable theoretical and methodological grounds. For example, these measurements show that participation can be treated not only as a democratic preference but also as a concrete administrative tool amenable to measurement of performance in a public service delivery system. In the unit level, participation is contributing to performance ratios more than in the system level.