“接诉即办”:基层社会治理的机制革新与效能驱动

“Public Complaints Processed without Delay”:Process Innovation and Enhancing Efficiency in Community-level Social Governance

“接诉即办”是北京市推进基层社会治理改革,深化党建引领“街乡吹哨、部门报到”改革,通过整合12345市民服务热线,连接群众与政府之间通畅的问题反馈与及时办理的良性互动机制。“接诉即办”的机制革新,打通了群众反映诉求的渠道瓶颈,重构了政府服务群众的连接机制,与中国特色社会治理理论中“以人民为中心”“群众路线”“公众参与”“服务型政府”等话语体系形成逻辑自洽。“接诉即办”打通了“人民诉求”与“政府为民服务”之间的隔膜,通过连接民心、通达民意、服务民需、化解民怨,体现了“接诉即办”基层社会治理革新的民本价值。“接诉即办”实践推动了基层社会治理现代化体系中的“源头治理”“系统治理”“综合治理”“长效治理”;有效驱动了基层社会治理从“外在驱动”向“内在驱动”、从“被动治理”向“主动治理”、从“单一治理”向“多元治理”、从“传统治理”向“数字治理”转化,有效推动了基层社会治理能力的提升。

“Public Complaints Processed without Delay”is an effective interaction mechanism implemented in Beijing which links the masses and the government to achieve rapid feedback and timely handling of problems among the public through the integration of the 12345 citizen service hotline.This mechanism aims to promote the reform of community-level social governance and strengthen the response to problems brought to attention by whistleblowers under the guidance of the Party.The innovative mechanism of“Public Complaints Processed without Delay”has opened up the bottleneck for the masses to express their demands and at the same time reconstructed the ability of the government to serve the masses.It is also logically consistent with the discourse systems of“people-centered”,“mass line”,“public participation”and“service-oriented government”in the theory of social governance with Chinese characteristics.The mechanism of“Public Complaints Processed without Delay”breaks down the barriers between the masses and the government by linking people’s hearts,understanding public opinion,serving people’s needs,and resolving people’s grievances which reflects the people-oriented value of“Public Complaints Processed without Delay”in the reform of community-level social governance.The mechanism of“Public Complaints Processed without Delay”effectively promotes the principles of“source governance”,“system governance”,“comprehensive governance”and“long-term governance”in the modernized system of community-level social governance.It also effectively drives the transformation of community-level social governance from“external drive”to“internal drive”,from“passive governance”to“active governance”,from“single governance”to“multiple governance”,and from“traditional governance”to“digital governance”.It thereby improves the ability of community-level social governance significantly.