新时代网上信访的社会治理价值与多重现实挑战

The Social Governance Value and Multiple Reality Challenges of Online Petitions in the New Era

信访制度是一项兼具社会主义民主政治特点和政府治理功能的复合性制度安排。互联网技术和移动新媒体的快速发展,为打造阳光信访新模式,充分激活并更好实现信访制度的社会治理价值,提供了前所未有的机遇。从社会治理角度看,网上信访提供了党和政府密切联系群众的新纽带,创新了公共参与和表达机制,也重构了公共权力的监督形式。当然,网上信访也面临着多重现实挑战,比如技术上信息系统和服务平台的碎片化、数字鸿沟带来的适用性局限和社会不公、运行过程中的形式主义、官僚主义和部门协作难题,以及它自身的功能性局限,使得许多网上信访事项的化解仍然绕不开线下信访。推动阳光信访新模式,需要建设全国统一的信访信息系统和一网式信访服务平台,在实现信访信息互联互通的同时再造信访工作流程;要注重网上信访与网下信访的衔接互动;还要善于挖掘信访大数据,提高分析研判水平和服务决策能力;从长远看还需破解数字鸿沟问题。

The petitions system is an institutional arrangement that is characterized by democratic politics and government governance. The rapid development of internet technology and mobile new media has created unprecedented opportunities to create a new model of transparent petitions system, to fully activate and better realize its social governance value. From the perspective of public governance, petitions online provides a new link for the party and government to maintain close ties with the masses, innovative public participation and expression mechanisms, and also reconstruct the form of public power supervision. Of course, online petitions also face multiple real-world challenges, such as the fragmentation of technical information systems and service platforms;limitations of applicability and social injustice due to the digital divide;formalism, bureaucracy, and department coordination problems in operation;and its own functional limitations that most online petitions cannot bypass the off-line petitions. In order to promote the new model of transparent petitions system, we need to build a unified nationwide petitions information system and a one-line petitions service platform, to recreate the petitions work flow while realizing the interconnection and communication of letters and calls;pay attention to the interaction between online and offline letter visits;excavate the big data of letters and visits and improve the level of analysis and decision-making and service decision-making ability;and in the long run, solve the digital divide.