赣江·新天地运营方案（初稿）.ppt

中欧项目:吉林省社会养老保险经办机构客户满意度调查与研究
Survey on Client Satisfaction with Social Insurance Services
一、中欧项目社保客户满意度调查概况 EU-CHINA Social Security Reform Co-operation Project: An Overview of the Survey of Clients’ Satisfaction in Social Security
吉林省社会养老保险客户满意度研究课题组
The Research Group of Clients’ Satisfaction Study on Social Old-Age Insurance of Jilin Province
汇报人:宋宝安
By: Song Baoan
2010 . 08
Background
客户满意度调查近年来在国内外得到了普遍重视,特别是服务性行业的客户满意度调查,已经成为欧美国家现代社会保障经办的核心。
The clients’ satisfaction refers to the level of clients’ various demands met by all the products provided. The survey of clients’ satisfaction has received universal attentions recently from both home and abroad, especially the survey of clients’ satisfaction with service business, which has e the nucleus of contemporary social security management in Europe and the US.
在社会保障方面这或许可以看成至少四项基本因素作用的结果:“客户”的投诉;管理技术的进步和管理程序的优化;私营部门类似机构带来的竞争挑战;改革整个政府使之更符合公民期待的努力。
In the respect of social security, it is due to at least the following four fundamental factors: clients’ complaint; the improved management technique and optimized management procedure; competition from similar institution of private sector; the endeavor of government reform to meet the expectation of the mass.
2008年国家人力资源与社会保障部与欧盟签订项目合作协议,开展社会养老保险客户满意度调查。 In 2008, a cooperation agreement was signed by EUand Human Resources and Social Security department of China, with the purpose of carrying out the survey of clients’ satisfaction with social old-age insurance.

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全国 China
吉林省 Jilin
比例 Ratio
面积(平方公里)Area(.)
9600000
187400
2%
总人口(万人)
Population (Ten Thousand)
132802
2734
2%
65岁以上人口(万人) >65 Years (Ten Thousand)
10956
225
2%
GDP (亿元) (100M RMB)
300670
6424
2%
截至2008年底数据
Data up to the end of 2008
Project Target
了解吉林省社会养老保险参保人群(客户)对养老保险业务经办流程运行状况的态度评价
Understanding the clients’ attitude evaluation to the business process of social old-age insurance agency
掌握社会养老保险业务流程的效率、效果、质量、管理水平和服务水平
Gras