“集成式”热线与市民服务整体性响应机制构建

Hotline Integration and the Construction of Overall Response Mechanism of Civil Service

本文通过历史梳理发现,经过组织、流程和权力的多重集成,我国的市民服务热线已经不再是单纯的服务需求表达与识别的渠道,也不仅仅是热线营运部门的日常工作,它已经变成了政府内部多部门协作、运行的重要工作平台、界面和机制,或者说已经成为现代政府应对日益多元化、复杂化需求,克服专业化管理弊病,进而提升整体性运行效能的公共服务响应机制。这种机制解决了由通道堵塞、官僚主义、扯皮推诿、监督虚设等所导致的“响应阻滞”问题,推动了政府内外双重价值的达成,实现政府内部整合与控制,这正是其不同于国外服务热线的“中国逻辑”。

China's local government citizen service hotline has been developed rapidly, and its form has been evolving and showing a very obvious convergence. Through the multiple integration of organization, process and power, the citizen service hotline is no longer a simple channel to express and identify service needs, it has become an important working platform, interface and mechanism for multi-department cooperation and operation within the government. This mechanism, with “perception-cooperation-response” as its core, solves the problem of “response blockage” caused by channel blockage, bureaucracy, blackmail and supervision fiction, promotes the realization of dual values inside and outside the government, and realizes the integration and control within the government.