A Study Of Improving The Medical Insurance Service For Workers In Y District, X City

As the transformation of government functions,the construction of service-oriented government has been placed in a vital position,and the construction of a service-oriented government is to put people first in administration and enhance the ability to serve the people.The public service department is an important part of the service-oriented government,and as a public service department and with the most widely covered service,social security public service appears to be more important.As the executive body of social security public service,its quality of service is related to the overall evaluation of the service-oriented government.Social insurance is a basic safeguard system implemented by our country which promotes social harmony and ensures social stability.Social insurance serves the public primarily.It is directly related to the immediate interests of every citizen and has been a big concern for everyone.With the introduction of social insurance law and the expansion of social insurance coverage,the traditional mode of social insurance management is facing severe challenges.Improving the ability of handling social insurance,especially enhancing the ability of medical insurance in township and at community level,has become a top priority.By interviewing a large number of people working in health insurance agency,the author of this paper first summarizes the factors that affect the quality of public service,then investigates the staff and target people of the social security agencies in the Y District of X city.Basing on the analysis of the demand of the target people,the author of this paper figures out how to identify the public demands through the use of KANO model.The whole procedure consists of two parts.The first part is to build a KANO model,which includes five steps.First,identify what the public demands are;Second,build the initial model with varying layers of the public demands;Third,fix the type of KANO;Fourth,select the demands based on KANO model;Fifth,finalize the revised KANO model.The second part is to prioritize the public demands based on the KANO model,which takes three steps.First,fix the initial weight of the public demands;Second,adjust the weight according to the KANO model;Third,prioritize the public demands.Through the analysis of public demands in the Y District of X city,the author of this paper is trying to find out the gap between the public demands and the service offered.The author also puts forward some suggests on how to provide high quality services for the public and build a service-oriented government.