衡量地方政府绩效:来自神秘电话的证据

Silvia Giacomelli, Marco Tonello
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引用次数: 9

摘要

我们分析了在意大利市政当局的代表性样本中进行的神秘电话,调查了一站式商店(oss)为开展业务提供的前台服务。神秘电话是由打电话的人进行的电话采访,他们假装是想在市政当局开展新业务的潜在企业家,OSSs受访者不知道他们的身份和目的。访谈的随机安排以及访谈者进行神秘电话所需的天数和电话次数所收集的证据,为构建新的客观的地方政府绩效指标提供了可能。在证明了新指标与政府质量的替代衡量标准之间存在良好的相关性之后,我们研究了它们的决定因素。我们发现,更好的绩效主要与内部组织相关的因素有关,例如更密集地使用ICT工具和更高水平的员工专业知识,而社会经济背景似乎并没有发挥主要作用。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Measuring the Performance of Local Governments: Evidence from Mystery Calls
We analyze the mystery calls conducted over a representative sample of Italian municipalities surveying the front office services provided by the One-stop shops (OSSs) for doing business. Mystery calls are phone interviews conducted by callers who pretend to be prospective entrepreneurs wanting to start a new business in the municipality, and whose identity and purposes were not known to the OSSs respondents. The random scheduling of the interviews and the evidence collected on the days and on the number of phone calls needed by the interviewers to conduct the mystery calls make it possible to construct new objective measures of local government performance. After showing that the new indicators are well correlated with alternative measures of governments quality, we study their determinants. We find that a better performance is mainly associated with factors related to internal organization, such as a more intensive use of ICT tools and higher levels of employee expertise, while the socio-economic context does not seem to play a major role.
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