DEEPIMPACTFORHIGHIMPACTAGENCIES?Assessingtheroleofbureaucraticencountersinevaluationsofgovernment.StevenVandeWalle,JarlK.Kampen&GeertBouckaertPaperpreparedfortheEGPAAnnualConference.Oeiras,Portugal,3-6September2003.StudyGroupno.2:ProductivityandQualityinthePublicSector.AbstractPublicsectorreformsoftenfocusonhighimpactagenciesinordertorestoretrustingovernmentandinthepublicadministration.Usingaface-to-facesurveyoncitizens’attitudestowardpublicservices,wetestwhatpublicagenciescontributetocitizens’generalimageofgovernment.Itisshownthatgeneralmeasuresofsatisfactionwiththefunctioningofpublicservicescontainmorethanjustanevaluationofbureaucraticencounters.Politicalfactorsinfluencethisassessment.Servicedeliverysatisfactionontheotherhandcantoalargeextentbeexplainedbyreferringtocitizens’imageofaseriesofpublicservices.Keywords:trust,publicservices,servicedelivery,high-impactagencies,publicopinion,publicsectorreform影响深远的机构有多大影响？---试析在政府形象评估中官僚交锋的作用摘要：公共部门的改革往往侧重于影响力深远的机构，从而恢复政府和公共管理的可信任度。我们采用面对面的调查来了解公民对于公共服务的态度，以及测试公共机构在促进公民对政府的整体形象认知的作用。结果表明，公民普遍感到满意的关于公共服务运作的措施不仅仅包含对于政治官僚交锋的评价，政治因素也影响评估。另一方面，服务传递的满意也可以在很大程度上被解释为公民对一系列公共服务的印象。
