网上信访工作效能的评价维度及提升路径

The Evaluation Dimension and Improvement of Online Complaints and Proposals Work Efficiency

网上信访工作效能是“互联网+”时代信访工作有效开展的重要基础。网上信访工作效能的评价涵盖“有效性”和“有能性”两个维度,前者表现为信访工作的经济、效率和效果,后者表现为网上信访工作在电子政务、电子民主和电子服务建设中的重要价值。而这些标准和指标融合在“人”“事”“技术”和“制度”四个方面,其中存在的问题严重影响着网上信访效能,因此,提升网上信访工作的效能,需要在信访相关人员的能力、信访事项的分类处理、信访系统的信息化、信访制度的操作化等方面努力。

Online complaints and proposals work efficiency is a significant underpinning for complaints and proposals work in the nInternet+n era.The evaluation dimension of online complaints and proposals work efficiency includes effectiveness and functionality.Effectiveness refers to the economic efficiency and effect of complaints and proposals work.Functionality refers to the value of online complaints and proposals work in e-government,e-democracy and e-service construction.These indicators are evaluated in four aspects including personnel,letters and visits,technique,system.Related problems in the four aspects will have serious impacts on online complaints and proposals work efficiency.Therefore,we need to make efforts to improve personnel capability,better classify and handle letters and visits,update information and techniques,optimize complaints and proposals system.