努力建设人民满意的服务型政府是当前我国行政体制改革的重要目标。社会保险经办服务作为落实惠企利民政策的关键一环，是国家公共服务的重要领域。服务水平直接关系着亿万参保人对“服务型政府”的切身体验，关系着社会保障事业的高质量发展。随着我国社会保险覆盖行业范围和惠及群体的持续扩大，公众对社保经办服务的要求也更加复杂、多元。如何建设与社会发展相适应，与群众需求相匹配的社保经办服务体系，促进公共服务的均等化发展已成为打造服务型政府的重要课题。S市作为国家首批便民生活圈建设试点地区和长期护理保险试点城市之一，参保企业和人数均居新疆兵团首位。故本研究以新疆S市为例，从服务对象视角出发，深入探究在城镇化、老龄化、数智化等新形势下，中西部欠发达地区社保经办服务质效及转型升级方向。

本文在梳理国内外社保经办服务研究进展的基础上，结合新疆S市社保经办服务现状，以顾客满意度理论为指导，借鉴前人基于SERVPERF服务感知理论模型构建的满意度评价指标体系，修正建立了以服务环境质量、服务人员质量、服务过程质量、服务平台质量四个维度为自变量，总体满意度为因变量的社保经办服务满意度测评指标体系。 据此设计问卷开展实证调查，结果表明参保人对S市社保经办服务总体上初步达到比较满意的水平，但仍有部分评价较低指标亟待改进。同时，采用方差分析得出不同年龄的参保对象对社保经办服务过程的评价呈现出差异性。采用相关及回归分析研究表明社保经办服务的环境、人员、过程、平台均对参保人总体满意度产生显著的正向影响，影响程度由高到低依次为服务人员质量、服务过程质量、服务平台质量、服务环境质量。

根据各维度评价较低指标，结合对参保人员访谈发现S市社保经办服务存在设施完备实用性不足、人员素质参差不齐、信息宣传实用性欠缺、经办流程高效性不强、网办平台可用性不足、就近办平台尚显局限的问题。进一步对工作人员开展访谈，并应用服务型政府理论和政府流程再造理论逐一剖析以上问题的主要原因：一是设备经费来源渠道单一，管理缺位；二是人才培育机制不完善；三是信息宣传重痕轻效；四是部门联动和信息互通不充分；五是网办平台建设滞后；六是就近办平台权限下放不足。最后从服务环境人性化、服务人员理念及能效性、服务过程实效性、服务平台便民性四个角度，提出社保经办服务提质增效的具体对策，以期有效规避政府单方供给社保服务时的失灵，有力提升人民群众满意度，增强人民群众对我国社会保障体系改革发展的认同感，助力建设人民满意的服务型政府。

Striving to build a service-oriented government able to satisfy the needs of the people is an important goal of the current reform of China's administrative system. As a key part of the implementation of policies that benefit enterprises and the people, social insurance services is an important area of national public services. The level of service is directly related to the hundreds of millions of insured people's personal experience of "service-oriented government" and the high-quality development of social insurance undertakings. With the continuous expansion of the scope of social insurance coverage and benefit groups in China, the public's requirements for social insurance services have become more complex and diversified. How to build a social insurance handling service system that is compatible with social development and matches the needs of the public, and to promote the equalization of public services has become an important issue in creating a service-oriented government.S city, as one of the first pilot areas for the construction of the national convenient living area and one of the pilot cities for long-term care insurance, ranks first in the Xinjiang Corps in terms of the number of insured enterprises and the number of insured people. Therefore, this study takes S city in Xinjiang as an example, and from the perspective of service recipients, in-depth investigation of the quality and efficiency of social insurance services and the direction of transformation and upgrading in the less developed regions of central and western China under the new situation of urbanization, aging and digitalization.

On the basis of combing the research progress of social insurance service at home and abroad, this paper combines the current situation of social insurance service in S city of Xinjiang, takes the customer satisfaction theory as the guidance, draws on the satisfaction evaluation index system constructed by the former based on the theoretical model of SERVPERF service perception, and constructs the social insurance evaluation index system with the quality of the service environment, the quality of the service personnel, the quality of the service process, and the quality of the service platform with the four dimensions as the independent variable, and the overall satisfaction as the dependent variable. Satisfaction as the dependent variable of the social insurance service satisfaction evaluation index system, according to which the questionnaire was designed to carry out empirical surveys, the results show that the participants are initially satisfied with the social insurance service of S city, but there are still some low evaluation indicators that need to be improved. At the same time, ANOVA analysis was used to conclude that the evaluation of the quality of social insurance service process by insured persons of different ages showed differences. Correlation and regression analyses show that the environment, personnel, process and platform of social insurance services have a significant positive impact on the overall satisfaction of the insured, with the quality of service personnel, the quality of service process, the quality of service platform and the quality of service environment in descending order.

According to the lower indicators of each dimension, combined with the interviews with the insured, it is found that the social insurance handling service in S city has the problems of insufficiently complete and practical facilities, uneven quality of staff, lack of practical information publicity, inefficient handling process, insufficient usability of the online platform, and the limitations of the platform of the nearest office. We further conducted interviews with the staff and analyzed the main reasons for the above problems one by one by applying the theory of service-oriented government and the theory of government process reengineering: firstly, a single source of equipment funding channels and lack of management; secondly, the imperfect mechanism for cultivating human resources; thirdly, the emphasis on information publicity is on traces but not on effectiveness; fourthly, the departmental linkage and information interoperability are not adequate; fifthly, the construction of the web-based platform is lagging behind; and sixthly, the authority of the platform of the nearest office is not sufficiently decentralized. Finally, from the four perspectives of humanization of service environment, concept and energy efficiency of service personnel, effectiveness of service process, and convenience of service platform, we put forward specific countermeasures to improve the quality and increase the efficiency of social insurance services, with a view to effectively circumventing the failures of the government's unilateral supply of social insurance services, strongly improving the people's satisfaction, enhancing the people's sense of identification with the reform and development of China's social insurance system, and helping to build a service-oriented government able to satisfy the needs of the people.