【正文】 ry. Similar supermarkets have opened in Shenyang, Shanghai and Fuzhou. 南京這種行政服務(wù)“超市”已經(jīng)在整個(gè)國(guó)家產(chǎn)生了正面的影響。另外，政府領(lǐng)導(dǎo)定期到“超市”同公眾面對(duì)面交流。 handling applications for subsidies if their living standards is below the poverty line?，F(xiàn)在是掛在墻上，清楚地標(biāo)明問題和解決這些問題的時(shí)間。The supermarket practices a responsibility system to solve problems, and serve clients. In addition, supervision and feedback procedures have also been adopted. The system, which enables citizens to learn about government administrative affairs, contributes to the government’s effort to open administrative affairs. Sun Wei, a “supermarket” staff member, said that in the past, policies were locked in the office drawer. Now they are placed on the wall, clearly indicating problems and possible timelines for their solution. Furthermore, the telephone number to contact in cases of plaint against the behavior of “supermarket” employees is also available to the public. Employees subject to customer plaints are given three chances, and penalties include criticism the first time, bonus deduotion the second time, and dismissal the third time. 政務(wù)超市提供了一個(gè)解決問題、服務(wù)委托人的負(fù)責(zé)任的系統(tǒng)。What is the Supermarket of Administrative Affairs and how effective is it? 什么是政務(wù)超市？它的效果如何？The first supermarket was launched by the government of Xiaguan District, Nanjing City, in the residential munities of Xiaoshi and Rehenanlu on October 16, 2000. the government set up its offices in a big hall to handle various administrative affairs, including more than 40 services related to civil affairs, employment, municipal construction, economy, handing of plaints and law enforcement. It indeed has supermarket features of openness, efficiency and a variety of choice, hence the name, Supermarket of Administrative Affairs. Five other of residential quarters followed suit a year later. 第一個(gè)政務(wù)超市是2000年10月16日在南京下關(guān)區(qū)熱河南路的小石居委會(huì)建立的。公告已經(jīng)引起許多公民的注意，其中大部分是律師和會(huì)計(jì)?！盩he government of many other provinces and cities have also opened their bulletins to the public, including Henan and Shanxi provinces, and cities such as Guangzhou, Wuhan, Qingdao and Yinchuan. The government of the bulletins are functionally the same as other official documents. 許多別的省市也已經(jīng)向公眾公布了公告，如河南、陜西，城市如廣州、武漢、青島和銀川。許多電話來自廣東、浙江、黑龍江和香港特區(qū)，來咨詢征訂程序。A fresh move the opening of government administration still needs improvement. Experts appealed to the state to place great importance on the issue by setting up special department to handle related affairs, and devising a law on opening government 。公開行政信息是已經(jīng)是政府管理中必不可少的部分。 ine and expenditure of the department。旁聽者可以通過政府部門以書面形式發(fā)表他們的意見。每次行政事務(wù)會(huì)議邀請(qǐng)10名市民參加。邀請(qǐng)參加重要會(huì)議的人數(shù)是可以變化的。Increasing Transparency增加透明度在部分城市和農(nóng)村的基礎(chǔ)上，今年的上半年，廣東省已要求村及村以上的政府行政事務(wù)都要公開。 management of the human resources, distribution of ine to workers and staff members as well as their welfare treatment。同時(shí)，政務(wù)公開也是WTO的一項(xiàng)主要原則，被列在WTO的大部分文件中。專家希望政府將其放在更重要位置，通過設(shè)置處理相關(guān)事務(wù)的專門部門，對(duì)政務(wù)公開進(jìn)行立法。The bulletin, which contains government regulations, administrative orders and decisions, is popularly known as a “redtitle document” and is a mystery to most people, because it only reached leaders above bureau level in the past. 包括政府規(guī)章、行政命令和決定的公文過去常稱為紅頭文件，對(duì)大多數(shù)人而言是神秘的，因?yàn)樗^去只發(fā)到局級(jí)以上干部。政府公告與其它官方文件功能上是一樣的。 “Supermarket of administrative Affairs政務(wù)超市Five years ago, Huang Songji, a laidoff female employee in Nanjing, invesred 50000 yuan to set up a kindergarten. However, she was soon asked to close down, as she failed to follow relevant procedures. She sought assistance at the Supermarket of Administrative Affairs, and with guidance by the staff, Huang quickly obtained all necessary procedures. 五年前，黃松基，南京一名下崗女工，投資5 萬元辦了一個(gè)育兒園。政府在一個(gè)大廳設(shè)置辦公場(chǎng)所以解決多種行政事務(wù)，包括 種有關(guān)民政事務(wù)、勞動(dòng)就業(yè)、市政建設(shè)、經(jīng)濟(jì)、投訴的處理和法律實(shí)施。另外，監(jiān)督和反饋程序已經(jīng)被采用。更重要的是，針對(duì)政務(wù)超市工作人員的投訴電話是向公眾公開的。 granting licenses to small restaurants。Many citizens have expressed their satisfaction with the “supermarket”. 許多市民對(duì)“超市”表示滿意。在沈陽、上海和福州都建了類似的超市。服務(wù)中心和有關(guān)的分支機(jī)構(gòu)將被建在人口密集的社區(qū)。更重要的是，這個(gè)實(shí)踐將提高政府的透明度，降低行政費(fèi)用，提高工作效率并更利于數(shù)字政府和誠(chéng)信政府的建設(shè)。首先，工商部門，海關(guān)稅務(wù)和公共安全部門已經(jīng)率先加快電子政府的發(fā)展和設(shè)備配置步伐。它為市民提供政府信息傳播服務(wù)平臺(tái)。法律規(guī)章的頁面介紹了多種規(guī)章制度，網(wǎng)站的首頁提供了城市最新發(fā)展趨勢(shì)，投資頁面提供投資環(huán)境信息和各種投資政策，說明城市建設(shè)規(guī)劃、浦東新區(qū)的發(fā)展、開發(fā)區(qū)的發(fā)展和投資項(xiàng)目。最后，在線事務(wù)處理使用戶能夠咨詢具體事務(wù)，在線下載表格和申請(qǐng)。Open Urban Planning公開城市建設(shè)規(guī)劃Over the past two years, Beijing, Shanghai, and Tianjin have made public their city construction plan, a change from their former closeddoor working style. The procedures and timetable for the examination and approval of projects, regulations and laws, and technological indexes in relation to the projects are now also out in the open, much to the great enthusiasm of the citizens. 過去兩年間，北京，上海和天津已經(jīng)公布了他們的城市建設(shè)規(guī)劃，這和以前的關(guān)門工作是個(gè)改變。“我們沒有想到有這么多市民對(duì)城市建設(shè)規(guī)劃感興趣。 and informing citizens on city construction projects on time. The exhibition organizers then sorted the suggestions and delivered them to the decisionmaking department. 許多來訪者寫了厚厚的建議，提出了建設(shè)性的建議，如在北部建設(shè)另一個(gè)世界貿(mào)易中心，及時(shí)將城市建設(shè)項(xiàng)目通知市民。他說“城市規(guī)劃的公開程序會(huì)使極大促進(jìn)規(guī)劃工作，因?yàn)闆Q策要經(jīng)過專家的審核、市民的建議和輿論的監(jiān)督”Shan Qixiang, director of the Beijing Municipal City Planning Committee, said the opinions of the both experts and the masses will be pooled together before a decision on any important plans for urban construction are reached. 單啟祥，北京市城市規(guī)劃委員會(huì)主任說在任何重要城市建設(shè)計(jì)劃做出之前所有專家和群眾的意見都將會(huì)被集中起來。為了實(shí)現(xiàn)這些重要的目標(biāo)，公共管理改革還可能為一系列中間目標(biāo)提供服務(wù)，包括強(qiáng)化政治家對(duì)官員的控制和把公務(wù)員從官僚主義的限制中解放出來，因?yàn)檫@些限制阻礙了他們進(jìn)行管理的機(jī)會(huì)；增強(qiáng)政府的政策和計(jì)劃對(duì)立法部門和公民的責(zé)任性。一個(gè)憤世嫉俗的人可能會(huì)發(fā)現(xiàn)，在如今，由于地方、國(guó)家和國(guó)際限制等復(fù)雜的相互作用，單個(gè)政府獨(dú)立行動(dòng)的權(quán)力而日益受到質(zhì)疑，政府的部長(zhǎng)們通常所能做的事情——以充滿活力的面貌出現(xiàn)僅需極小的直接代價(jià)——就是在他們自己的統(tǒng)治機(jī)器內(nèi)部宣布改革。不幸的是，事情并非如此簡(jiǎn)單。比如，某個(gè)地方機(jī)關(guān)一項(xiàng)為老人和殘廢人提供“家庭幫助”（家庭照顧）的計(jì)劃按照準(zhǔn)市場(chǎng)的原則進(jìn)行了重新修改，將購(gòu)買服務(wù)的當(dāng)局和提供服務(wù)的成員分離開來，我們可能認(rèn)為這是一項(xiàng)典型的“改革”。實(shí)際上，我們?cè)诤竺鏁?huì)說明，行政改革中導(dǎo)致的權(quán)衡和兩難困境很常見，因此，某一項(xiàng)或兩項(xiàng)目標(biāo)的實(shí)現(xiàn)很可能會(huì)被其他方面較差的表現(xiàn)“抵消”：“官僚體制中專門的決策者遵循的規(guī)則是，一次針對(duì)一個(gè)目標(biāo)采取措施，從而控制平衡——但他們沒有認(rèn)識(shí)到，緊縮某一項(xiàng)指標(biāo)意味著放松另一項(xiàng)指標(biāo)”。說得更準(zhǔn)確點(diǎn)，對(duì)公共管理改革本質(zhì)的任何描述都需要考慮到政府的表現(xiàn)可以通過很多途徑得到改善，并考慮到管理改革經(jīng)常與其他政策方案聯(lián)系在一起。 許多評(píng)論人士注意到，使情況變得更復(fù)雜的是改革的滯后性，這種滯后性大大影響了公共管理改革本身。但這卻不是最高層的政治家樂意接受的時(shí)間表。 第三章 行政及地方公共服務(wù)改革：簡(jiǎn)介80年代以來，有很強(qiáng)的公共服務(wù)改革及現(xiàn)代化的運(yùn)動(dòng)。地方管理的現(xiàn)代化不一定經(jīng)常依照一個(gè)統(tǒng)一的、全球的計(jì)劃；很多時(shí)候，反而是對(duì)地方稅收的不穩(wěn)定狀況以及人們對(duì)地方服務(wù)需求的增加的回應(yīng)。漸漸的，一種管治模式慢慢在三個(gè)國(guó)家建立，雖然只有在英國(guó)它以法律（2000年的地方政府法）被間接的確認(rèn)下來。 在法國(guó)及西班牙，權(quán)力下放意味著對(duì)地方政府的賦權(quán)并給予更大的自由。原因是一方面，中央政府對(duì)某些政策范疇加強(qiáng)了控制（如教育，地方稅收上限）；另一方面，一些地方公共服務(wù)被市