The standardization of government services is a key issue in building a service-oriented government that people are satisfied with. By introducing the "structure-mechanism-behavior-interaction" (SMBI) framework and combining the process of standardization reform of government service in S province and N city, this paper compares the different attitudes and practices of provinces, cities, districts and counties in the face of standardization reform, and points out that the differentiated allocation of authority of government service departments is one of the important reasons for the cooperative governance problems in the standardization reform of government service. On this basis, the strong correlation between standardization and performance appraisal mechanism can easily lead to reform becoming a tool for organizations to "self-prove", increasing the burden of grassroots government service departments work and causing contradictions in inter-governmental relations. However, the grassroots officials can take the lead in breaking through the authority of the bureaucracy to seek innovation and flexibility through more contact with the public, and promote the development of service-oriented government. In practice, the standardization of government service has both technical tools and administrative processes. It is necessary to coordinate the contradictions between governments and strengthen the contact between government service departments and the outside world based on the principle of "active complementarity". In the process of analyzing the standardization of government service, this paper adds the influence of meso-structure, mechanism, micro-behavior and interaction on reform, and study the relationship between organizational system design and individual behavior, which is helpful to grasp this political process more truly.

政务服务标准化是建设人民满意的服务型政府重点问题。文章通过引入 “结构—机制—行为—互动”(SMBI)框架,结合S省 N市政务服务标准化改革历程,对比省、市、区县面对标准化改革不同的态度和做法,指出政务服务部门事权的差异化配置是政务服务标准化改革出现协作治理难题的重要原因之一。在此基础上,标准化与绩效考核机制的强关联性易导致改革成为组织“自我证明”的工具,增添基层政务服务部门工作负担并加剧政府间关系矛盾。然而,基层官员却能通过更多地与公众接触,率先突破科层权威寻求创新变通,推动服务型政府发展。政务服务标准化在实践中同时具备技术工具和行政过程两种属性,要以 “积极辅从性”为原则协调政府间矛盾,加强政务服务部门与外界的联系。本文在分析政务服务标准化过程中增添了中观结构、机制和微观行为、互动对改革影响的讨论,研究组织制度设计和个体行为的关系,有助于更加真实地把握标准化这一行政改革工具。