12345政府服务热线创新社会治理的标准化路径——以济南市12345市民服务热线为例

Research on the Standardization Path of 12345 Government Service Hotline to Innovate Social Governance——Take Jinan City 12345 Citizen Service Hotline as an Example

民生问题是人民群众最关心、最直接、最现实的利益问题,畅通群众利益表达渠道是密切党委和政府联系、舒缓社会紧张关系的重要举措。本文在分析政府热线在社会治理作用和存在问题的基础上,结合济南12345政府热线的实践经验,阐述了政府热线利用标准化手段更好的畅通群众诉求,搭建起党委、政府同人民群众沟通交流的新平台,实践出一条标准化政府热线创新社会治理的路径。

Livelihood issues are the most concerned, direct and realistic interests of the people. Unblocking the expression channels of their interests is an important measure to keep the close relationship between the Party committee and the government and relieve the social tension. Based on the analysis of the role of government hotline in social governance and the existing problems, combined with the practical experience of Jinan 12345 government hotline, this paper expounds the use of standardization means in government hotline to better smooth the mass appeal, sets up a new platform for the communication among Party committee, government and people, and builds a standardization path through practice for the Jinan government hotline to innovate social governance.