政务热线驱动的超大城市社会治理创新——以北京市“接诉即办”改革为例

Social Governance Innovation Driven by Government Hot-Line in Megacity——A Case Study on Beijing’s Reform of Responding to Whistles

超大城市往往面临着场景复杂、服务低效和沟通不畅等治理难题,以政务热线为关键联结的数据治理范式如何提升政府治理能力和优化公共服务水平?本文以北京市"接诉即办"改革为例,系统阐释政务热线系统如何赋能社会治理、驱动政府治理变革的实践和理论问题。本文提出了政务数据资源的类型学区分,认为政务热线具有重要的数据价值和独特的数据特征,以政务热线为代表的数据治理范式正在驱动治理能力、治理理念的提升和创新,进而丰富了政府的治理工具。在以政务热线系统为代表的数据治理范式的驱动下,超大城市政府的宏观感知、决策辅助、精准施策和诊断评估的能力会得到强化。此外,在数据治理驱动下,超大城市社会治理模式将会经历从理念驱动、危机应对到问题导向的治理理念变化。概言之,本文系统阐述了数据治理如何驱动城市治理能力,进而驱动城市社会治理模式创新,对于智能化社会治理具有理论价值和实践意义。

Megacities faced with social governance challenges such as large scale,complex scenarios,inefficient service and poor communication among government and citizens.How does the data governance paradigm through government hotline to improve the governance capacity?This article takes the Beijing reform of responding to whistles as an example to explain how data governance empowers city government and drive the reform the model of megacity governance.This paper argues that the government hotline has important values and unique characteristics.The data governance paradigm,represented by the government hotline,is driving the innovation of city government’s social governance capacity.The government hotline has unique characteristics,which greatly enriches the governing tools of city government.To be specific,government hotlines strengthens the governments’capacities of city sensing,decision support,precise?Implementation and policy evaluation.In addition,the social governance model of mega city will experience the dynamics from leaders’opinion driven,crisis driven to problem driven to adapt to the digital society.Overall,this paper systematically expounds how data governance paradigm promotes the innovation of city social governance,which has both theoretical and practical implications for improving digital governance capacity.