北京市“接诉即办”改革(2019—2021)三年效果评估——基于CIPP模型的视角

The Impact Evaluation of the Three Years Reform of "Receiving and Handling Complaints Immediately" in Beijing from the Perspective of CIPP Model

2019年,北京市开始以12345市民服务热线为主渠道,推进“接诉即办”改革,实现民有所呼、我有所应。经过三年多运行,“接诉即办”改革体制机制日趋成熟和定型,以“小切口”撬动超大城市治理变革的效应凸显。基于优化和提升“接诉即办”运行系统的考虑,结合丹尼尔·斯塔弗尔比姆(Daniel Stufflebeam)提出的项目和政策评估CIPP模型,我们对“接诉即办”改革的治理情景、治理投入、治理过程和治理结果进行系统评估,梳理了“接诉即办”改革的运行逻辑,总结了取得的成效,对面临问题和挑战进行归纳,并提出进一步优化“接诉即办”改革的建议。

Since 2019,Beijing began to use the 12345 citizen service hotline as the main channel to promote the reform of "Receiving and Handling Complaints Immediately",so as to realize that the people have a call and I have a response.After more than three years of operation,the reform system and mechanism of "Receiving and Handling Complaints Immediately" has become increasingly effective and finalized,and the effect of leveraging the governance reform of mega-cities with a "small incision" has become prominent.Based on the consideration of optimizing and improving the operation system of "Receiving and Handling Complaints Immediately",combined with the CIPP model for project and policy evaluation proposed by Daniel Stufflebeam,we systematically evaluated the governance contexts,governance inputs,governance processes and governance products of the reform of "Receiving and Handling Complaints Immediately",sorted out the operation logic of the "Receiving and Handling Complaints Immediately",summarized the results achieved,and proposed the problems and challenges faced.Finally we also put forward some suggestions on further optimizing the reform of "Receiving and Handling Complaints Immediately".