CN117035565A - Community service management method, device, equipment and storage medium - Google Patents
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Abstract
The specification provides a community service management method, device, equipment and storage medium, wherein the method comprises the following steps: acquiring at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service levels; weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index; constructing a community resident service evaluation system according to the first-level evaluation indexes and the first-level index weights, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result; and determining a comprehensive level evaluation result of community resident service according to at least one level evaluation result, and outputting the comprehensive level evaluation result for user inquiry. The community service evaluation system which accommodates qualitative and quantitative comprehensive first-level evaluation index analysis and weights the first-level evaluation index is constructed, so that the community service quality is improved, and the application range is wide.
Description
Technical Field
The present application relates to the field of community services, and in particular, to a method, apparatus, device, and storage medium for community service management.
Background
The community service system is a service network and an operation mechanism which are based on various community service facilities and take public service, convenience for people, and volunteer service as main contents. And the improvement of the community service quality requires a systematic and scientific evaluation index system as a guide, and the improvement and optimization of the community service are carried out by some disciplines.
However, the current community resident service evaluation generally surrounds an evaluation area and an evaluation object, has the problem of incomplete evaluation range, and is characterized in that community resident crowd characteristics are divided through mobile phone signaling, and community service circles are rated by using user characteristics; or based on the intelligent community, analyzing community resident service evaluation multi-application community service portraits and the like. These community resident service analysis methods are not suitable for multi-regional and systematic analysis. Therefore, it is currently needed to provide a public, transparent and scientific community resident service evaluation system to definitely and measure the quality of community service and improve the community service efficiency.
Disclosure of Invention
To overcome the problems in the related art, the present specification provides methods, apparatuses, devices, and storage media.
According to a first aspect of embodiments of the present specification, there is provided a method comprising:
acquiring at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service levels;
weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index;
constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result;
and determining a comprehensive level evaluation result of community resident service according to at least one level evaluation result, and outputting the comprehensive level evaluation result for user inquiry.
According to the community service management method provided by the application, the step of carrying out horizontal evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a horizontal evaluation result comprises the following steps:
the following steps are executed for each of the primary evaluation indexes:
acquiring a preset first-level evaluation index evaluation system, wherein the first-level evaluation index evaluation system comprises a second-level evaluation index in the first-level evaluation indexes and a second-level index weight corresponding to the second-level evaluation index, and the second-level evaluation index comprises indexes reflecting qualitative and quantitative properties of the first-level evaluation index evaluation level;
Evaluating at least one second-level evaluation index based on the first-level evaluation index evaluation system to obtain at least one evaluation score;
and determining the current level evaluation result of the first-level evaluation index according to at least one evaluation score.
According to the community service management method provided by the application, the step of evaluating at least one secondary evaluation index based on the primary evaluation index evaluation system to obtain at least one evaluation score comprises the following steps:
determining target weight of the secondary evaluation index in the community resident service evaluation system according to the secondary index weight and the corresponding primary index weight;
and acquiring index data of the secondary evaluation index, and determining the current evaluation score of the secondary evaluation index by combining the index data and the target weight.
According to the community service management method provided by the application, before the step of obtaining the index data of the secondary evaluation index, the method further comprises the following steps:
when the secondary evaluation index is a qualitative index, assigning a value to the index data in a mode of 0 or 1, wherein 0 indicates that a scheme corresponding to the secondary evaluation index does not actually exist, and 1 indicates that the scheme corresponding to the secondary evaluation index actually exists;
And when the second-level evaluation index is a quantitative index, assigning the index data according to an actual statistical result.
According to the community service management method provided by the application, the step of assigning the first-level evaluation index to obtain the first-level index weight corresponding to the first-level evaluation index comprises the following steps:
acquiring the community resident service evaluation target and the primary evaluation index, and acquiring importance data obtained after importance evaluation of the primary evaluation index by a user;
sequencing the first-level evaluation indexes according to the importance data, and constructing a judgment matrix corresponding to the first-level evaluation indexes;
and under the condition that the judgment matrix has consistency, carrying out weight assignment calculation on the first-level evaluation index according to a square root method, and determining at least one first-level index weight.
According to the community service management method provided by the application, the first-level evaluation indexes comprise community service supply indexes, community service facility indexes, community service mode indexes, community service satisfaction indexes and community system guarantee indexes.
According to the community service management method provided by the application, the first-level evaluation indexes are ordered according to the importance data, and a judgment matrix corresponding to the first-level evaluation indexes is constructed, and the community service management method comprises the following steps:
Sequencing the community service supply index, the community service facility index, the community service mode index, the community service satisfaction index and the community system guarantee index according to the importance data;
and constructing a judgment matrix of N based on the ordered first-level evaluation indexes, wherein elements in the judgment matrix are determined by the ratio of adjacent first-level evaluation indexes, and N is the number of the first-level evaluation indexes.
The application also provides a community service management device, which comprises:
the data acquisition module is used for acquiring at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service levels;
the index weighting module is used for weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index;
the service evaluation module is used for constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result;
and the result determining module is used for determining the comprehensive level evaluation result of the community resident service according to at least one level evaluation result and outputting the comprehensive level evaluation result for the user to inquire.
The application also provides community service management equipment, which comprises a memory, a processor and a computer program stored on the memory and capable of running on the processor, wherein the processor realizes any community service management method when executing the program.
The present application also provides a non-transitory computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements a community service management method as described in any of the above.
In the embodiment of the specification, the community service management method, the device, the equipment and the storage medium acquire at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of the community resident service level; weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index; constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result; and determining a comprehensive level evaluation result of community resident service according to at least one level evaluation result, and outputting the comprehensive level evaluation result for user inquiry. The comprehensive level evaluation results of the community service are determined by the level evaluation results of a plurality of the level evaluation indexes, and the influence of each level evaluation index on the overall quality of the community service is scientifically measured so as to improve the quality of the community service.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the specification and together with the description, serve to explain the principles of the specification.
FIG. 1 is a flow chart of a method illustrated in the present specification according to an exemplary embodiment;
FIG. 2 is a schematic diagram of a community resident service evaluation flow chart of a method according to an exemplary embodiment of the present disclosure;
FIG. 3 is a schematic diagram of a primary evaluation index evaluation system of one method illustrated in the present specification according to an exemplary embodiment;
FIG. 4 is a schematic diagram of a community service management apparatus according to an exemplary embodiment of the present disclosure;
FIG. 5 is a schematic diagram of a community service management apparatus according to an exemplary embodiment of the present description.
Detailed Description
For the purpose of making the objects, technical solutions and advantages of the present application more apparent, the technical solutions of the present application will be clearly and completely described below with reference to the accompanying drawings, and it is apparent that the described embodiments are some embodiments of the present application, not all embodiments. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. Unless defined otherwise, technical or scientific terms used herein should be given the ordinary meaning as understood by one of ordinary skill in the art to which this application belongs. The terms "first," "second," and the like in the description and in the claims, are not used for any order, quantity, or importance, but are used for distinguishing between different elements. Likewise, the terms "a" or "an" and the like do not denote a limitation of quantity, but rather denote the presence of at least one. "plurality" or "plurality" means two or more. The word "comprising" or "comprises", and the like, means that elements or items appearing before "comprising" or "comprising" are encompassed by the element or item recited after "comprising" or "comprising" and equivalents thereof, and that other elements or items are not excluded. The terms "connected" or "connected," and the like, are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used in this disclosure, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used herein refers to and encompasses any or all possible combinations of one or more of the associated listed items.
The application provides a community service management method, device, equipment and storage medium. The present application will be described in detail with reference to the accompanying drawings. The features of the examples and embodiments described below may be combined with each other without conflict.
As shown in fig. 1, fig. 1 is a flowchart of a method illustrated in the present specification according to an exemplary embodiment, including the steps of:
101, acquiring at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service levels;
102, weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index;
103, constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result;
In step 104, according to at least one of the level evaluation results, determining a comprehensive level evaluation result of community resident service, and outputting the comprehensive level evaluation result for user inquiry.
The present embodiment aims at: the community resident service evaluation system can feed back the community resident service level, play an evaluation role, gather and analyze the development status and the development level of community resident services, diagnose the problem and difficulty of the community resident services, help summarize experience and focusing bottleneck, and further clearly improve direction and improvement measures. Therefore, the application discloses a community service management method, device, equipment and storage medium, which provide scientific basis for establishing a community resident service development target by constructing a community service evaluation system for accommodating qualitative and quantitative comprehensive primary evaluation index analysis and weighting the primary evaluation index, and determine comprehensive level evaluation results of community service by using the level evaluation results of a plurality of primary evaluation indexes, and scientifically measure the influence of each primary evaluation index on the overall quality of the community service so as to improve the community service quality.
As an example, the community resident service evaluation system is a public, transparent and scientific system for reflecting the community resident service level, is based on various community service facilities, aims at meeting the living demands of community residents and improving the living quality, and is a service network and an operation mechanism taking public service, convenience for people, and volunteer service as main contents.
As an example, the community service management method may be applied to a community service management system applied to a community service management apparatus.
The method comprises the following specific steps:
at step 101, at least one primary evaluation index is obtained, the primary evaluation index including an index reflecting qualitative and quantitative attributes of community resident service levels.
As one example, the primary evaluation index is a factor or evaluation dimension for evaluating the community resident service level in the community resident service evaluation system.
According to the targets and the positioning of community services, community service supply indexes become the primary consideration dimension of a community service evaluation system, and community service facility indexes are also an essential component of the community resident service evaluation system. In the development process of community service, besides the continuous promotion of community service content and community service facility construction, the community service mode is also continuously evolving, and the conversion of the community service mode is required to be considered when a community resident service evaluation system is constructed, so that the community service mode index is used as one dimension for evaluating the community resident service level. In addition, by the nature of community 'service people', the investigation of community service satisfaction is also an important dimension of a community resident service evaluation system. In addition, community resident service construction is emphasized from center to place, and community service development is accelerated to be deployed in top-level design and system arrangement, so that system guarantee is brought into a community resident service evaluation system, and the firmness of community service development and the sustainable development capability of community service can be reflected.
Preferably, the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of the community resident service level, so that the problems that the quantitative index has higher requirements on data and is difficult to adapt to multi-region and systematic analysis are avoided, and the requirements on the quantitative index are balanced by accommodating the analysis of the qualitative index, thereby constructing a multi-target, multi-period and comprehensive more accurate community resident service evaluation system and improving the community service management efficiency.
As one example, the first-level evaluation index includes a community service provision index, a community service facility index, a community service pattern index, a community service satisfaction index, and a community system guarantee index.
As one example, as shown in FIG. 2, the community service management system includes a community service provisioning module, a community service facilities module, a community service pattern module, a community service satisfaction module, and a community system assurance module. And each module is used for evaluating the service level corresponding to the first-level evaluation index to obtain a level evaluation result corresponding to the first-level evaluation index, and finally obtaining the comprehensive level evaluation result of the community resident service according to at least one level evaluation result.
In the embodiment, by defining and evaluating two indexes of the community service mode index and the community system guarantee index, the community is encouraged to carry out innovation of the service mode, and meanwhile promotion and enhancement of the policy support for community service are encouraged to be carried out everywhere, so that innovation and improvement of the community service are stimulated, the attention degree of community treatment is promoted, and the quality and efficiency of the community service are further improved.
And 102, weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index.
The importance degree or the attention degree of different first-level evaluation indexes for community resident service evaluation can be different, so that corresponding first-level index weights are required to be determined for each first-level evaluation index according to the importance degree of each first-level index. The method comprises the steps of carrying out weight assignment on community service supply indexes, community service facility indexes, community service mode indexes, community service satisfaction indexes and community system guarantee indexes, describing key points and development processes of community resident services, providing scientific basis for establishment of community resident service development targets, and realizing comprehensive, objective and accurate service evaluation of communities.
As an example, the step of assigning the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index includes:
a1, acquiring the community resident service evaluation target and the primary evaluation index, and acquiring importance data obtained after importance evaluation of the primary evaluation index by a user;
a2, sequencing the first-level evaluation indexes according to the importance data, and constructing a judgment matrix corresponding to the first-level evaluation indexes;
and A3, carrying out weight assignment calculation on the first-level evaluation indexes according to a method root method under the condition that the judgment matrixes are consistent, and determining at least one first-level index weight.
As an example, the process of weighting the primary evaluation index is as follows:
and 1, constructing a hierarchical structure model.
Taking the evaluation community resident service as an evaluation target, combining five primary evaluation indexes, namely a community service supply index, a community service facility index, a community service mode index, a community service satisfaction index and a community system guarantee index, requesting an expert in the community treatment field to judge and measure the relative importance of five dimensions to the community resident service, and obtaining corresponding importance data after the importance evaluation of each primary evaluation index. The importance data corresponding to the first-level evaluation index may also be determined by historical evaluation data or evaluation emphasis, for example, in the historical community resident service evaluation, the influence of a certain evaluation index on the community resident service evaluation is large, so that the importance data of the evaluation index may be set to be greater than the importance data of other indexes. Similarly, in community resident service evaluation, if a user or manager wants to view or predict a service condition in a certain direction, the importance data of the primary evaluation index corresponding to the direction is set to be larger than the importance data of other indexes.
And then, carrying out weight sorting on each first-level evaluation index according to the importance data, so as to quantitatively analyze and compare.
And 2, establishing a judgment matrix.
As an example, the sorting the first-level evaluation indexes according to the importance data, and constructing a judgment matrix corresponding to the first-level evaluation indexes includes:
step A21, sorting the community service supply index, the community service facility index, the community service mode index, the community service satisfaction index and the community system guarantee index according to the importance data;
and step A22, constructing a judgment matrix of N based on the ordered first-level evaluation indexes, wherein elements in the judgment matrix are determined by the ratio of adjacent first-level evaluation indexes, and N is the number of the first-level evaluation indexes.
And constructing a judgment matrix of N according to the N first-level evaluation indexes, wherein the judgment matrix is described by taking five indexes of a community service supply index, a community service facility index, a community service mode index, a community service satisfaction index and a community system guarantee index as examples, and the N=5.
Specifically, a judgment matrix of 5*5 is constructed according to five indexes, namely a community service supply index, a community service facility index, a community service mode index, a community service satisfaction index and a community system guarantee index, and experts in the field of community treatment are requested to compare the indexes in pairs to score, and the scoring result is used as the numerical value of the element in the judgment matrix. For example, if an expert deems a community service offer more important than a community service facility, the expert will give a ratio of community service offer index to community service facility index, such as 5. This process requires a comparison of all possible pairs of elements, filling this decision matrix.
Therefore, for five primary evaluation indexes, a determination matrix a of 5*5 is constructed as follows:
wherein the meaning of each element in the judgment matrix is as shown in the following table 1.
Table 1:
as an example, the ratio of adjacent levels of evaluation indicators in constructing a decision matrix may give a specific score using a 1-9 scale method. Table 2 below.
Table 2:
and 3, checking consistency.
And carrying out consistency check on the scored judgment matrix, and determining whether the constructed judgment matrix has a logic problem or not so as to ensure consistency of comparison results. In practical operation, it is difficult to construct a completely consistent judgment matrix due to the complexity of objective things and the ambiguity of people in judging and comparing things. Therefore, it is necessary to perform consistency check, which is a range in which the judgment matrix is allowed to have certain inconsistency, in the hierarchical analysis. This is typically done by calculating a Consistency Index (CI) and a Consistency Ratio (CR). If CR < 0.1, then the comparison is acceptable, i.e., the matrix is judged to be consistent.
Specifically, the consistency test steps are as follows:
step 3.1, calculating the maximum eigenvalue lambda of the judgment matrix A max 。
Each column of elements of the judgment matrix a is normalized, and the general terms of the elements are (n represents the number of dimensions or the number of first-level evaluation indexes, namely 5 first-level evaluation indexes):
adding the judgment matrix after normalization processing of each column according to rows as follows:
vector pairThe normalization process is as follows:
calculating the maximum eigenvalue of the judgment matrix:。
step 3.2, a consistency index is obtained (Consistencey Index).
Indicating complete agreement +.>The larger the more inconsistent.
And 3.3, calculating a corresponding average random consistency index RI by using a random simulation averaging method.
Or the RI table determination was obtained using a simulation a certain number of times, as shown in table 3 below.
Table 3:
step 3.4, calculating a consistency ratio:。
step 3.5, judging that the consistency of the judgment matrix A is acceptable when CR is less than 0.10, otherwise, properly correcting the judgment matrix.
As an example, when the consistency of the judgment matrix cannot be accepted, the importance data of the first-level evaluation indexes can be adjusted, the ratio between the adjacent first-level evaluation indexes is redetermined, so as to construct a new judgment matrix, consistency check is performed on the corrected new judgment matrix until the new judgment matrix has consistency, and then the subsequent weight calculation step is performed.
And 4, calculating the weight of each level of evaluation index.
And under the condition that the judgment matrix has consistency, the weight calculation of the first-level evaluation index, namely the first-level index weight of the community service supply index, the community service facility index, the community service mode index, the community service satisfaction index and the community system guarantee index, is completed according to a square root method (AHP, analytic Hierarchy Process, analytic hierarchy process).
The specific process is as follows:
step 4.1, calculating m power of each row of element multiplier of the judgment matrix A to obtain an m-dimensional vector:
step 4.2, normalizing the vector to obtain a weight vector of the first-level evaluation index, thereby obtaining the community service provision indexCommunity service facility index->Community service mode index->Community service satisfaction index>A community system guarantee index>Weight of (2):
in the embodiment, a method of root is used for weight distribution of each first-level evaluation index in a community resident service evaluation system, and the influence of each first-level evaluation index on the overall quality of community service can be scientifically measured and compared, so that the key field for optimizing community service is found out. The method not only can help the community to set more effective service development targets, but also can predict the development trend of community services and guide community managers and policy makers to make more reasonable decisions.
And 103, constructing a community resident service evaluation system according to the first-level evaluation indexes and the first-level index weights, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result.
The community resident service evaluation system is constructed through the first-level evaluation indexes and the first-level index weights corresponding to the first-level evaluation indexes, various aspects of community service including community service supply, community service facilities, community service modes, community service satisfaction and community system guarantee can be clearly defined and quantified, and the clear evaluation system can provide a public and transparent evaluation platform, so that the influence of each index on the overall quality of community service is scientifically measured and compared based on the community resident service evaluation system, and meanwhile, community residents, community managers and policy formulators can intuitively understand and compare the service levels of different communities.
As an example, the step of performing a level evaluation on at least one of the first-level evaluation indexes based on the community resident service evaluation system to obtain a level evaluation result includes:
Step B1, executing the following steps for each first-level evaluation index:
step B11, a preset first-level evaluation index evaluation system is obtained, wherein the first-level evaluation index evaluation system comprises a second-level evaluation index in the first-level evaluation indexes and a second-level index weight corresponding to the second-level evaluation index, and the second-level evaluation index comprises indexes reflecting qualitative and quantitative properties of the first-level evaluation index evaluation level;
step B12, evaluating at least one second-level evaluation index based on the first-level evaluation index evaluation system to obtain at least one evaluation score;
and step B13, determining the current level evaluation result of the first-level evaluation index according to at least one evaluation score.
As an example, the first-level evaluation index evaluation system is a system for evaluating a service level corresponding to a first-level evaluation index, and includes a second-level evaluation index corresponding to the first-level evaluation index for evaluating the service level of the first-level evaluation index, the second-level evaluation index belonging to an index subordinate to the first-level evaluation index. It is understood that when the current primary evaluation index is taken as the evaluation target, the secondary evaluation index has a correlation with the primary evaluation index, as shown in fig. 3.
In order to improve scientificity and comprehensiveness of service level evaluation corresponding to the first-level evaluation index, the second-level evaluation index comprises indexes capable of reflecting qualitative and quantitative attributes of the first-level evaluation index, and influences of all the second-level evaluation indexes on the overall service level corresponding to the first-level evaluation index are comprehensively measured, so that community service completion is accurately evaluated.
The service level corresponding to the community service supply index is evaluated, and the specific steps are as follows:
and a step a1, designing indexes for community service provision.
A preset first-level evaluation index evaluation system is obtained, and the system comprises a second-level evaluation index corresponding to the community service supply index. For example, selection of community service provision indexes meets living demands of community residents and improves living quality, and public service, convenience service and volunteer service are taken as main contents. The community service provision index design highlights the coverage content and service level of community resident services, and whether a 15-minute life circle is constructed or not is adopted to evaluate the community service provision degree. The 15-minute life circle is a town community life circle network which is constructed to walk for 15 minutes, can reach walking, is suitable for living, industry and swimming. The community service concept is highlighted by taking the community as a basic unit, integrating multiple functions related to various demands such as work and life of urban and rural residents.
As an example, the secondary evaluation index may be a employment service 15-minute life circle (i.e., setting a employment service site within a walking 15-minute range, enjoying employment consultation, etc.), a birth service 15-minute life circle (i.e., having a birth service station within a walking 15-minute range, providing free wedding, pre-pregnancy medical examination, etc. services to residents), a medical service 15-minute life circle (i.e., having a community hospital, a sanitary station, etc. within a walking 15-minute range, enjoying basic medical services), a fitness service 15-minute life circle (i.e., having a fitness field within a walking 15-minute range, enjoying community fitness services), a cultural service 15-minute life circle (i.e., being able to reach basic public cultural facilities within a walking 15-minute range, enjoying elderly assistance, home care services), and a support service 15-minute life circle (i.e., having a support point within a walking 15-minute range, enjoying child support services).
And a2, weighting the secondary evaluation indexes according to a square root method, namely, performing weight assignment on each secondary evaluation index of the community service supply index.
The process of weighting the secondary evaluation indexes is similar to the process of weighting the primary evaluation indexes, importance data of each secondary evaluation index is obtained by carrying out importance evaluation on the secondary evaluation indexes, the secondary evaluation indexes are ordered based on the importance data, a judgment matrix corresponding to the secondary evaluation indexes is constructed, and under the condition that the judgment matrix has consistency, the secondary evaluation indexes are subjected to weight assignment calculation according to a square root method, so that the secondary index weights of each secondary evaluation index are determined. For example, employment service 15 minute life circle weight . The currently obtained secondary index weight refers to the weight of each secondary evaluation index in a primary evaluation index evaluation system to which the secondary evaluation index belongs, and the secondary evaluation index is reflected to the community residence in order to improve the weighting accuracyThe influence of the civil service level needs to determine the weight of the secondary evaluation index in the whole community resident service evaluation system. And calculating the service level corresponding to each secondary evaluation index by combining the index data corresponding to the secondary evaluation index when the primary evaluation index is the community service supply index.
As an example, the step of evaluating at least one secondary evaluation index based on the primary evaluation index evaluation system to obtain at least one evaluation score includes:
step B121, determining target weight of the secondary evaluation index in the community resident service evaluation system according to the secondary index weight and the corresponding primary index weight;
and step B122, acquiring index data of the secondary evaluation index, and combining the index data and the target weight to determine the evaluation score of the current secondary evaluation index.
The secondary index weight of each secondary evaluation index in the community service provision index and the primary index weight of the community service provision index in the community resident service evaluation system are combined And multiplying to obtain the weight of the secondary evaluation index in the whole community resident service evaluation system, namely the target weight.
Exemplary, the second level evaluation index is the target weight of the employment service 15 minutes life circle。
And a3, calculating an evaluation score of the secondary evaluation index.
According to the index data of various secondary evaluation indexes, multiplying the index data by the corresponding target weight to obtain the evaluation scores of various secondary evaluation indexes, for example, the score of a 15-minute life circle of employment service。
In the process of acquiring the index data of the secondary evaluation index, the index data is determined according to the quantitative or qualitative attribute of the secondary evaluation index.
As an example, before the step of obtaining the index data of the secondary evaluation index, the method further includes:
step B123, when the secondary evaluation index is a qualitative index, assigning a value to the index data in a mode of 0 or 1, wherein 0 indicates that a scheme corresponding to the secondary evaluation index does not actually exist, and 1 indicates that a scheme corresponding to the secondary evaluation index does exist;
and step B124, when the secondary evaluation index is a quantitative index, assigning the index data according to an actual statistical result.
And for the qualitative index, assigning the index data in a mode of 0 or 1, wherein 0 indicates that the scheme corresponding to the secondary evaluation index does not exist actually, and 1 indicates that the scheme corresponding to the secondary evaluation index exists actually. For example, when the secondary evaluation indexes of various types belong to qualitative indexes, wherein 0 represents that the secondary evaluation indexes are not yet constructed, and 1 represents that the secondary evaluation indexes are constructed, index data are determined according to whether various types of the secondary evaluation indexes of 15 minutes are constructed in practice, so that qualitative analysis is accommodated in a community resident service system, analysis on quantitative indexes is reduced, and objectivity and accuracy of community resident services are improved.
When the second-level evaluation index is a quantitative index, taking an actual statistical result corresponding to the second-level evaluation index as index data. For example, when the second-level evaluation index is the number of medical service construction, the number of medical service facilities is counted, and the counted result is used as index data.
In the case of forming a horizontal evaluation result on the community service provision index, data obtained by the secondary evaluation index of the quantitative or qualitative attribute may be normalized.
Step a4, forming a level evaluation result for the community service provision index 。
Each second levelThe evaluation scores of the evaluation indexes are added to form a horizontal evaluation result of the community service provision index。
The embodiment for evaluating the service level corresponding to the other primary evaluation index (community service facility index, community service pattern index, community service satisfaction index, and community system guarantee index) is basically the same as the embodiment for evaluating the service level corresponding to the community service provision index.
When the service corresponding to other first-level evaluation indexes is evaluated horizontally, the designed second-level evaluation indexes are different.
As an example, in another embodiment of the step a1, the index design is performed for the community service facility by taking the evaluation of the service level corresponding to the community service facility index as an example.
Index design is carried out on the community service facility module: the selection of relevant indexes of community service facilities is based on files and relevant requirements of construction planning of relevant urban and rural community service systems, the indexes are selected to comprise community comprehensive service facilities, wherein ' 1+N ' net points (' 1 ' is a community service complex ', and ' N ' can be a convenience supermarket, a convenience canteen, a community career center, a community health service center, a common people gymnasium, a employment and creation space, a household service net point and the like), the average land of facilities such as careers and sports is laid out, the index evaluation is to highlight the diversity of community service facilities, the coverage degree of service facilities, the area of service facilities and the like, and the quantity indexes of community intelligent terminal equipment are added in consideration of the construction of intelligent communities. Index selection is combined with quantitative and qualitative aspects.
Exemplary, the secondary evaluation indexes corresponding to the community service facility indexes include: community support service coverage (including support service, kindergarten support, family support point, etc.), whether there is a community service center (station), community integrated service facility area (community integrated service facility area/community resident number of households) 100, community intelligent terminal equipment number (including intelligent entrance guard, intelligent parking, government general self-service all-in-one machine, etc.), community miniature fire station coverage (miniature fire station number in area/community number in area 100%), community police room coverage (community police room number in area/community total number in area 100%), community pension service coverage (including home pension service center, daytime care center and other types of pension institutions, facilities), and community convenience commercial site number (including household service point, maintenance point, convenience store, vegetable store, canteen, etc.).
The steps a2 to a4 are basically the same as the steps a2 to a4 when evaluating the service level corresponding to the community service provision index, and are not described in detail herein.
Finally, forming a horizontal evaluation result for the community service facility module . Wherein, qualitative indexes are as follows: whether a community service center (station) exists or not, adopting 0 or 1 assignment (0 represents none and 1 represents existence); and the quantitative index is assigned according to the statistical result.
As an example, in another embodiment of the step a1, the community service mode is designed by evaluating the service level corresponding to the community service mode index.
Index design is carried out on the community service mode module: the community service mode module aims at taking community practice in all places as reference to examine the mode and system mechanism innovation of community service, such as the mechanism of civil expression, volunteer participation, negotiation agenda and the like in the future community practice and experience proposed by a province, the linkage mechanism of future community 'five-society', the iterative upgrading scene of neighborhood, management, service and the like. The index construction of the community service mode module is designed on the aspects of mobilizing social forces such as community residents, social organizations, social workers, volunteers, charitable resources and the like, constructing multiparty participation patterns and sharing development results. Considering that the mode innovation of community service is mostly a specific service mode and method, qualitative indexes are selected.
Exemplary, the secondary evaluation index of the community service mode module includes: whether the service of "multi-point unification" is implemented (a plurality of service points are integrated into a whole service of "multi-point unification", one station is multi-point), whether the gridding treatment is implemented (a gridding member is equipped in a community to carry out daily work), whether the multi-cooperation treatment is carried out (multiparty cooperation modes such as resident participation and volunteer organization participation), and whether the construction of "two delegation" is carried out (the two delegation organization of the community is healthy, and the operation of the community is maintained).
The steps a2 to a4 are basically the same as the steps a2 to a4 when evaluating the service level corresponding to the community service provision index, and are not described in detail herein.
Finally, forming an evaluation result for the community service mode module. Because the evaluation index of the community service mode module is a qualitative index, a value of 0 or 1 is adopted, wherein 0 represents no and 1 represents no.
As an example, in another embodiment of the step a1, the service level corresponding to the community service satisfaction index is evaluated, and the index design is performed for the community service satisfaction index.
Index design is carried out on the community service satisfaction module: the community service satisfaction degree not only examines the standardized construction condition of the community service, but also examines whether the community service is investigated by combining interaction of the community service and residents, and based on the consideration, the community service satisfaction degree is evaluated in the aspects of subjective and objective by combining objective community treatment effects, such as whether standardized community service regulations, service guidelines and the like are formulated and whether subjective feedback investigation of residents is performed.
Illustratively, the second-level evaluation index of the community service satisfaction module includes: whether to issue community service guidelines and standards, and whether to conduct annual satisfaction surveys.
The steps a2 to a4 are basically the same as the steps a2 to a4 when evaluating the service level corresponding to the community service provision index, and are not described in detail herein.
Finally forming an evaluation result for the community service satisfaction degree module. Since the evaluation index of the community service satisfaction module is a qualitative index, a value of 0 or 1 is adopted, wherein 0 represents no and 1 represents no.
As an example, in another embodiment of the step a1, the service level corresponding to the community system security index is evaluated as an example, and the index design is performed for the community system security.
Index design is carried out on the community service system guarantee module: the system guarantee covers a wide range of contents, not only comprises community service guidance opinions of outbound from various places, but also comprises specific action schemes, such as a future community creation working scheme of 'hundred social demonstration and thousand social promotion' of a certain city. Therefore, the index selection is carried out around the policy support condition of community resident service on the part of indexes, whether the relevant policies of the outbound exist or not and whether specific support measures exist or not are mainly considered, and the evaluation is carried out according to the outbound policies and the quantity and the type of action schemes.
Exemplary, the second-level evaluation index of the community service system guarantee module includes: the number of community development guidance opinions and the number of community service action schemes that are outbound at the site.
The steps a2 to a4 are basically the same as the steps a2 to a4 when evaluating the service level corresponding to the community service provision index, and are not described in detail herein.
Finally, forming an evaluation result for the community service system guarantee module. And the community service system guarantee modules are quantitative indexes, so that assignment is carried out according to the statistical result.
In this embodiment, the service level corresponding to the first-level evaluation index is evaluated, so that the completion degree of the community service can be evaluated more accurately, and government and community managers are helped to better understand the administration effect according to the level evaluation result of each first-level evaluation index, so that possible problems can be found out in time, and the administration capability and effect are improved.
In step 104, according to at least one of the level evaluation results, determining a comprehensive level evaluation result of community resident service, and outputting the comprehensive level evaluation result for user inquiry.
Summing the level evaluation results of the community service supply index, the community service facility index, the community service mode index, the community service satisfaction index and the community system guarantee index to obtain a comprehensive level evaluation result of the community service:
Compared with the current community service management mode with large limitation, the community service management method, device, equipment and storage medium provided by the application acquire at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service level; weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index; constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result; and determining a comprehensive level evaluation result of community resident service according to at least one level evaluation result, and outputting the comprehensive level evaluation result for user inquiry. The comprehensive level evaluation results of the community service are determined by the level evaluation results of a plurality of the level evaluation indexes, and the influence of each level evaluation index on the overall quality of the community service is scientifically measured so as to improve the quality of the community service.
Based on the same application concept as the method, the embodiment of the application also provides a community service management device, as shown in fig. 4. The device comprises:
the data acquisition module 401 is configured to acquire at least one primary evaluation index, where the primary evaluation index includes an index reflecting qualitative and quantitative attributes of a community resident service level; the first-level evaluation index comprises a community service supply index, a community service facility index, a community service mode index, a community service satisfaction index and a community system guarantee index;
the index weighting module 402 is configured to weight the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index;
the service evaluation module 403 is configured to construct a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and perform a level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result;
the result determining module 404 is configured to determine a comprehensive level evaluation result of the community resident service according to at least one of the level evaluation results, and output the comprehensive level evaluation result for the user to query.
Optionally, the service evaluation module 403 is configured to perform the following steps for each of the primary evaluation indexes: acquiring a preset first-level evaluation index evaluation system, wherein the first-level evaluation index evaluation system comprises a second-level evaluation index in the first-level evaluation indexes and a second-level index weight corresponding to the second-level evaluation index, and the second-level evaluation index comprises indexes reflecting qualitative and quantitative properties of the first-level evaluation index evaluation level; evaluating at least one second-level evaluation index based on the first-level evaluation index evaluation system to obtain at least one evaluation score; and determining the current level evaluation result of the first-level evaluation index according to at least one evaluation score.
Optionally, the service evaluation module 403 is further configured to determine, according to the second level index weight and the corresponding first level index weight, a target weight of the second level evaluation index in the community resident service evaluation system; and acquiring index data of the secondary evaluation index, and determining the current evaluation score of the secondary evaluation index by combining the index data and the target weight.
Optionally, the service evaluation module 403 is further configured to assign a value to the index data by adopting a mode of 0 or 1 when the second-level evaluation index is a qualitative index, where 0 indicates that a scheme corresponding to the second-level evaluation index does not actually exist, and 1 indicates that a scheme corresponding to the second-level evaluation index actually exists; and when the second-level evaluation index is a quantitative index, assigning the index data according to an actual statistical result.
Optionally, the index weighting module 402 is configured to obtain the community resident service evaluation target and the first-level evaluation index, and obtain importance data obtained after the importance evaluation of the first-level evaluation index by a user; sequencing the first-level evaluation indexes according to the importance data, and constructing a judgment matrix corresponding to the first-level evaluation indexes; and under the condition that the judgment matrix has consistency, carrying out weight assignment calculation on the first-level evaluation index according to a square root method, and determining at least one first-level index weight.
Optionally, the index weighting module 402 is further configured to sort the community service provision index, the community service facility index, the community service mode index, the community service satisfaction index, and the community system guarantee index according to the importance data; and constructing a judgment matrix of N based on the ordered first-level evaluation indexes, wherein elements in the judgment matrix are determined by the ratio of adjacent first-level evaluation indexes, and N is the number of the first-level evaluation indexes.
The implementation process of the functions and actions of each module/sub-module/unit in the above device is specifically detailed in the implementation process of the corresponding steps in the above method, so that the same technical effects can be achieved, and will not be described herein again.
Corresponding to the embodiments of the aforementioned method, the present specification also provides embodiments of the apparatus and the terminal to which it is applied.
The embodiment of the community service management apparatus of the present specification may be applied to a computer device, such as a server or a terminal device. The apparatus embodiments may be implemented by software, or may be implemented by hardware or a combination of hardware and software. Taking software implementation as an example, the device in a logic sense is formed by reading corresponding computer program instructions in the nonvolatile memory into the memory through a processor of the file processing where the device is located. In terms of hardware, as shown in fig. 5, a hardware structure diagram of a computer device where the community service management apparatus of the embodiment of the present disclosure is located is shown in fig. 5, and in addition to the processor 310, the memory 330, the network interface 320, and the nonvolatile memory 340 shown in fig. 5, a server or an electronic device where the device 331 is located in the embodiment of the present disclosure may generally include other hardware according to an actual function of the computer device, which is not described herein again.
The foregoing describes specific embodiments of the present disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims can be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.
Other embodiments of the present description will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. This specification is intended to cover any variations, uses, or adaptations of the specification following, in general, the principles of the specification and including such departures from the present disclosure as come within known or customary practice within the art to which the specification pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the specification being indicated by the following claims.
It is to be understood that the present description is not limited to the precise arrangements and instrumentalities shown in the drawings, which have been described above, and that various modifications and changes may be made without departing from the scope thereof. The scope of the present description is limited only by the appended claims.
The foregoing description of the preferred embodiments is provided for the purpose of illustration only, and is not intended to limit the scope of the disclosure, since any modifications, equivalents, improvements, etc. that fall within the spirit and principles of the disclosure are intended to be included within the scope of the disclosure.
Claims (10)
1. A community service management method, the method comprising:
Acquiring at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service levels;
weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index;
constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result;
and determining a comprehensive level evaluation result of community resident service according to at least one level evaluation result, and outputting the comprehensive level evaluation result for user inquiry.
2. The community service management method according to claim 1, wherein the step of performing a level evaluation on at least one of the primary evaluation indexes based on the community resident service evaluation system to obtain a level evaluation result comprises:
the following steps are executed for each of the primary evaluation indexes:
acquiring a preset first-level evaluation index evaluation system, wherein the first-level evaluation index evaluation system comprises a second-level evaluation index in the first-level evaluation indexes and a second-level index weight corresponding to the second-level evaluation index, and the second-level evaluation index comprises indexes reflecting qualitative and quantitative properties of the first-level evaluation index evaluation level;
Evaluating at least one second-level evaluation index based on the first-level evaluation index evaluation system to obtain at least one evaluation score;
and determining the current level evaluation result of the first-level evaluation index according to at least one evaluation score.
3. The community service management method according to claim 2, wherein the step of evaluating at least one secondary evaluation index based on the primary evaluation index evaluation system to obtain at least one evaluation score comprises:
determining target weight of the secondary evaluation index in the community resident service evaluation system according to the secondary index weight and the corresponding primary index weight;
and acquiring index data of the secondary evaluation index, and determining the current evaluation score of the secondary evaluation index by combining the index data and the target weight.
4. The community service management method according to claim 3, wherein before the step of acquiring the index data of the secondary evaluation index, the method further comprises:
when the secondary evaluation index is a qualitative index, assigning a value to the index data in a mode of 0 or 1, wherein 0 indicates that a scheme corresponding to the secondary evaluation index does not actually exist, and 1 indicates that the scheme corresponding to the secondary evaluation index actually exists;
And when the second-level evaluation index is a quantitative index, assigning the index data according to an actual statistical result.
5. The community service management method according to claim 1, wherein the step of assigning the primary evaluation index to obtain a primary index weight corresponding to the primary evaluation index comprises:
acquiring the community resident service evaluation target and the primary evaluation index, and acquiring importance data obtained after importance evaluation of the primary evaluation index by a user;
sequencing the first-level evaluation indexes according to the importance data, and constructing a judgment matrix corresponding to the first-level evaluation indexes;
and under the condition that the judgment matrix has consistency, carrying out weight assignment calculation on the first-level evaluation index according to a square root method, and determining at least one first-level index weight.
6. The community service management method according to any one of claims 1 to 5, wherein the first-level evaluation index includes a community service provision index, a community service facility index, a community service pattern index, a community service satisfaction index, and a community system guarantee index.
7. The community service management method according to claim 6, wherein the ranking the primary evaluation indexes according to the importance data and constructing a judgment matrix corresponding to the primary evaluation indexes includes:
sequencing the community service supply index, the community service facility index, the community service mode index, the community service satisfaction index and the community system guarantee index according to the importance data;
and constructing a judgment matrix of N based on the ordered first-level evaluation indexes, wherein elements in the judgment matrix are determined by the ratio of adjacent first-level evaluation indexes, and N is the number of the first-level evaluation indexes.
8. A community service management apparatus, the apparatus comprising:
the data acquisition module is used for acquiring at least one first-level evaluation index, wherein the first-level evaluation index comprises indexes reflecting qualitative and quantitative attributes of community resident service levels;
the index weighting module is used for weighting the first-level evaluation index to obtain a first-level index weight corresponding to the first-level evaluation index;
the service evaluation module is used for constructing a community resident service evaluation system according to the first-level evaluation index and the first-level index weight, and performing level evaluation on at least one first-level evaluation index based on the community resident service evaluation system to obtain a level evaluation result;
And the result determining module is used for determining the comprehensive level evaluation result of the community resident service according to at least one level evaluation result and outputting the comprehensive level evaluation result for the user to inquire.
9. A community service management apparatus comprising a memory, a processor and a community service management program stored on the memory and executable on the processor, the processor implementing the steps of the community service management method of any of claims 1-7 when the community service management program is executed by the processor.
10. A computer readable storage medium, wherein a community service management program is stored on the computer readable storage medium, and wherein the community service management program, when executed, implements the steps of the community service management method of any one of claims 1-7.
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