政府公共服务质量：实施状况与改进方向

Abstract:Formation of public service standard，appraisal of public service quality and rewarding excellent public services are key measures to improve the quality of government services. In the case of Macao，the principal measures include the application of ISO international quality accreditation，the establishment of the Public Service Appraisal Committee，the execution of Citizens’ Satisfaction Assessment Program，and the institution of Quality Government Service Awards. The future improvements of public service quality are to think beyond the Service Pledge mechanism，to apply third-party evaluation and to strengthen public participation.

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